Concierge Portal

Kohost streamlines the process of reporting and resolving maintenance issues through a simple, user-friendly ticketing system. Teachers and staff can quickly submit maintenance requests—from broken equipment to facility issues—directly through the platform. Each request is tracked in real-time, allowing administrators and maintenance teams to prioritize and address problems efficiently. The system automatically assigns tasks, tracks progress, and notifies users when the issue is resolved. For larger facilities, Kohost helps manage recurring maintenance schedules and ensures that nothing falls through the cracks, keeping your school running smoothly.

How to utilize Concierge:

Creating a ticket:

1. In your Kohost Homepage, click the Concierge tile.

2. At the bottom right, click the green add button.

3. Fill out the appropriate fields and information with ticket details.

4. Once information is filled out, tap "Create" in the top right of the drawer.

5. Once your ticket is created, you can attach a photo if relevant by tapping the camera icon next to the message input field.

6. Your ticket is now created and will notify the person/people setup by administrator in routing settings.

7. Come back to that ticket to add relevant information or type more details.

Managing a ticket:

1. Any Active or Scheduled ticket assigned to you will appear in the Concierge Portal.

2. Choose the ticket you want to resolve.

   • You can use the search icon at the top right to refine your tickets by Keywords, Priority, Status, Department, System, Assigned To, Requester, Collaborators, Opened Date, or Resolved Date.

3. Choose the Three Dots Icon in the top right to change details, add collaborators, reassign a ticket, mark a ticket resolved, schedule a date, or assign a priority.

4. Communicate or share photos with the requestor and collaborators within Kohost by typing in message box.

5. You can loop people into the ticket chat by simply @ mentioning them (@David Smith). This will add them as a collaborator automatically.

6. If the ticket is assigned to you, choose Mark Resolved once completed. A message will be sent to the requestor to provide feedback (if enabled).

System Tickets:

1. Kohost will automatically populate system tickets in the Concierge Portal, for example:

   • Door Ajar

   • Low battery

   • Temperature not reaching set-point

   • Air filters need replacement

   • Device or system communication error

   • Alarm communication or peripheral error

   • Burglar or Fire alarm tripped

   • Power loss alerts

Concierge Settings:

For administrators and manager roles, this is where you can set up routing, notifications, departments and issues to simplify and manage tickets easier.

Ticket Feedback:

1. Administrators can choose between On or Off for Ticket Feedback and Ticket Ratings depending on if they want feedback when tickets are resolved.

Departments and Issues:

The Departments and Issues tab enables administrators to create preset departments and categorize specific issues, ensuring that each ticket is automatically routed to the appropriate team for efficient handling. This feature streamlines the process by assigning tasks to the right party, enhancing overall workflow management.

1. At the top right of Concierge, choose the Gear Icon.

2. Choose to create departments or issues and fill out relevant information. You can assign issues directly to people or vendors, as well as automatically choose collaborators on issues.

3. Select the issues under each department to edit or delete automations.

4. Once your campus has hardware integrated into Kohost, a Systems Issues department will be automatically created for administrators to route Kohost generated tickets to the assigned person or vendor.