not - Post Oak Central
Contents
1. Cousins Customer Services Tenant Support Interface user manual 000a om e m on en mim mimimimimim mimm n m n n o n o n m September 2013 Table of Contents Table of Contents e eV ge Stane ss E LL UU mm 1 About the Customer Services Interface essen nennen 1 More le Lal Mio EE EE to nen DR EE HD DURER E ER 2 Tenant Service Hedllesls ie EE GE Een GE ova on n ponds 3 The My TREGUCSUS LISE todo Ee mend ordi Ge dc oen coa qu oed 3 Making 2 Helles Dassin SE EAE 5 SENAN INSIEN ata brn New arene are ean eee eer ee ene eee een ee 7 MY Piollle e 8 are Tae ale fam vout PrN N EE ei Emend epp delibera UP eade Eel 8 AUDOIN dle EE EE OTT T 10 SEU OE EE icu MM MI EE Ld 10 AUTBOFIZINO lens N dues Di eoe ede dota tend dau ede 11 Te anEAOIministlalofS sse an ES EG SE Re Ge terse REIHE Te PIE eee eee 12 About TenanbAdmillistEalolS umet veri ite e bi uia e dv uti n ve ER Coma rte Yer Ses 12 Adding a Golleadglle satius ditate qn irte teque qd tege 13 Modilyind Goelleaglles uses id io YE m Rer eet eren nt ee de 15 Deleting a COM a dies ES utu NF NG e ta Pd date vete kot VR EMI 18 Deactivating a Colleague esses eene enne nnne enne nnne nnns 19 Getting Started About the Customer Services Interface Your property management company has provided a self service web interface branded as Customer Services under a sys2. E mail sflynn property com Can View All Requests Yes CC Can Manage Colleagues Yes Emergency Information Phone 1 Phone 2 E mail SMS 5 In the E Mail Subscriptions section place checkmarks beside all notification types you would like to receive email notifications for Notification types are broken down by type 6 If your permissions indicate that you are able to authorize requests you can enable or disable email notification of new requests by checking or unchecking Notify me via email in the Authorization section 7 When you are finished making changes click Save E Mail Subscriptions Please check the following boxes to indicate which email notifications you wish to receive Requests V Request Confirmation V Request Cancelled V Request in Progress V Request Delayed V Request Completed IV Estimate Approval Required Authorization Notify me via e mail of new requests reservations that require my authorization LL Sae Authorization Setup The Tenant Authorization feature enables you to designate one or more of your colleagues as Authorizers to authorize or decline these requests within Customer Services To become an Authorizer you must contact your property management office to grant access to this feature It is not necessary for Tenant Authorizers to be Tenant Administrators The Setup screen allows you to e Set up automatic authorization for certain Request Ty
3. 66 Fifth Avenue X Floor 1 hd Suite 102 T Request Type Electrical z Priority Normal id Details The light switch in my office is broken This field is only available as an Administrator m iat Estimate Reguired Attachments Browse Browse Browse Sui Ratu To ist 2 The system automatically selects your property and location but some tenants may be configured to enter Requests for more than one building Click the Building field and select the desired building from the drop down list 3 Use the drop down menus to select the Floor and Suite Request Type and Priority 4 Click the Details field and enter the details of the request 5 Indicate if an estimate is required using the checkbox provided When setting up the service request the tenant may not know whether an estimate is required Property Management will determine whether the request is billable and send an estimate for approval to the customer Tenant Service Requests If there are any files you would like to attach to the requests such as pictures PDFs or other documentation which concerns the request click Browse and select the file you would like to attach e You can attach a maximum of 3 files e The combined size of all files attached cannot exceed 10MB e After submitting your request you cannot add remove or otherwise modify the attachments Click Submit Your request is submi
4. log in to the TSI Please be sure to use the company email address as each users login ID Users can edit their passwords only 5 The Permissions section allows you to set up the colleague s permissions Depending on the specific administrative permissions you have been given one or more options in the Permissions section may be inaccessible to you General Name Sam Flynn Username sflynn New Password PY Building Tron Tower v Password Rules Floor amp Suite 3 321 oy Confirm Password Phone 414 555 1212 Can Submit Requests Yes Fax Can Authorize Requests and Reservations Yes E mail Can View All Requests Yes CC Can Manage Colleagues Yes Phone 2 E mail 7 Inthe E Mail Subscriptions section under Requests place checkmarks beside all notification types you would like your colleague to receive email notifications for E Mail Subscriptions Please check the following boxes to indicate which email notifications you wish to receive v Request Confirmation Request Cancelled Request in Progress Request Delayed Request Completed Estimate Approval Required Return To List 8 After you set up a username and password for your colleague place a checkmark beside Send username and password if you would like to send the new login information by email 9 When you are finished making changes click Save 14 Modifying Colleagues
5. Request Number from the highest number to the lowest e To arrange items in ascending order by number click the Request No column heading e To arrange items by date with the most recent requests at the top of the list click the Date Received or Date Required column heading e To arrange items by colleague in ascending alphabetical order click Colleague 3 To authorize an item locate the desired item and click the Authorize or Decline radial button as desired For Service Requests you can also select Request Estimate to receive a cost estimate from your property manager 4 When all selections are made click Save My Decisions Requests that are authorized will be marked Authorized and those that are declined will be marked Declined If None are selected no change will be made to a specific request it will still need to be authorized or declined at some point ITEMS PENDING MY AUTHORIZATION amp Authorization service Requests To Authorize 2 requests Request Date Request A A V Items to Authorize D Received Colleague Type Details Decision 15755411 Oct31 Dennis Plumbing X The kitchen sink is clogged Please come as M Setu p 03 27PM Cruse soon as possible as it is about to overflow aie Decline ncaa Request Estimate M All Requests 9 None 15612077 Oct04 Suzanne Plumbing toilet clogged Estimate Requires Approval Please view the My Requests 12 25 PM Stevens request details to submit your decision M New Reques
6. Tenant Administrators can modify their colleagues settings in the following manner 1 Click My Colleagues in the Administration section of the Customer Services menu located on the left side of the screen A list of Colleagues is displayed k Find Request 53 Administration t New Colleague k Invite Colleagues amp My Profile sign Out 2 Select the colleague you would like to modify The My Colleagues list can be set to display active or inactive contacts using the Status drop down list and clicking Search You can also sort the list in ascending or descending order by clicking on the Name E mail and Phone field headings Status Active J Name E mail Phone Active Sam Flynn kan sflynn property com 414 555 1215 v Dean Martin dmartin property com 414 555 1212 v Jean Frenkel jfrenkel property com 414 555 1214 v Karen Posterer kposterero property com 414 555 1211 v 3 The Contact Entry screen will be displayed The General Information section contains contact and location information The following information can be changed in this section e Name e Building e Floor amp Suite e Phone number e Fax e Email e CC used with service request notifications 4 The Emergency Information section allows you to enter emergency contact information which will be used to transmit emergency notifications This feature is not currently being utilized at this time 5 The Login section allows you t
7. d submit My Colleagues service requests Click here to watch 414 555 2342 New Colleague n i 414 555 2453 gt Invite Colleagues amp Help e My Profile sting email xom Sign Out Logging In Getting Started After logging in users who are inactive for 60 minutes will be automatically logged out 1 Open a web browser enter the web address for your Property Management company see Getting Started and click on the Customer Services link The Login screen is displayed 2 Click the Username field and enter your user name 3 Click the Password field and enter your password 4 Click Sign In Customer Services Contact Us Customer Services FAQ s PDF Customer Login Username Password Remember Me Forgot your password Click Here ContactUs Emergency amp Security Location gt Conference Reservations Customer Services Need after hours air Customer Services Welcome to Customer Services Here you can easily access information regarding building operations and services or place a request for service If you are not already a user of our web based Customer Services and wish to obtain a login ID and password please contact Property Management Tenant Service Requests The My Requests List The My Requests list allows you to view and search for service requests that have been made A history section in the request s details tracks status updates to the s
8. e system organizes the Requests by Request Number in descending order highest to lowest You can sort the list by clicking on the following headings e Request Number e Date Submitted e Status e Request Type gt FILTER Print Request No v Requested By Date Submitted Status Request Type Details Flourescent light is fickering in reception area 7 Sam Fynn Dec 12 1126 AM Completed General Office door lock is stiff and does not turn east Mantenance 271674 Sam Fiyne Dec 10 0156 PM Jper eitng Moisture found on ceiling pane Sam Fiynr Dec 1 1 57 PM n Progress General SDA in front of elevators Mantenance 5 You can print the list by clicking the Print button gt FILTER Print Request No v Requested By Date Submitted Status Request Type Details 5720 Sam Flynn Dec 12 12 35 PM Open Lighting Flourescent light is fickering in reception area Sam Fiyne Dec 12 1126 AM ympietedg senera Tice door ock is stiff and does not turn eas 6 To view request s details from this list click the associated Request Number The request details are displayed Tenant Service Requests Making a Request Requests are submitted to report issues which require attention from your Property Management Company To create a New Request Click New Request and then follow the steps outlined below E Service Requests k My Requests t New Request k Find Request dh Visitor Security 1 The Service Request Entry screen is displayed Property
9. elated te the original service request details Date Details Way 03 12 42 PM Additional information To be clear there amp stil some airflow through the vent but it is very weak My Profile Changing Your Profile The My Profile screen allows you to manage the information in your login account k My Colleaques k New Colleague k Invite Colleagues sign Out 1 The General Information section contains contact and location information The following information can be changed in this section Name Building Floor amp Suite Phone number Fax Email CC used with service request notifications 2 The Emergency Information section allows you to enter emergency contact information which will be used to transmit emergency notifications to you This feature is not currently being used at this time 3 The Login section allows you to modify the username and password you use to log in to the TSI Please be sure to use the company email address as each users login ID 4 f you are an Administrator the Permissions section can only be edited by your Property Management group However Administrators can edit Permissions for their colleagues General Login Name Sam Flynn Username sflynn New Password Building Tron Tower v Password Rules Floor amp Suite 3 321 v Confirm Password Phone 414 555 1212 Permissions Fax Can Submit Requests Yes Can Authorize Requests and Reservations Yes
10. ervice requests as they occur To access the list click on My Requests in the navigation bar to the left Service Requests My Requests New Request Reservations 1 By default the system displays requests submitted in the last 30 days of any request type and any status To make changes click on the Filter section above the list if it is not already expanded This will display a wide variety of filter options If you have access to view your colleagues requests set the Requested By filter to Any to view all requests Date From 12 01 2012 To 12 31 2012 Request Type Any Request Details Status Any Requested By Sam Flynn RequestNo Requested By 1572061 Sam Flynn 1572053 Sam Flynn 1571672 Sam Flynn 1271671 Sam Flynn Request T Floor Any Sufte Any Rest Date Submitied Status Request Type Dec 12 1235 PM Open Lighting Dec 12 1126AM Completed General Maintenance Dec 10 0158PM Open Cedng Dec 10 0157PM hProgress General Mamtenance Details Flourescent light is flickering in reception area Office door lock is stiff and does not turn easily Mosture found on ceiling panel Spi in front of elevators Tenant Service Requests 2 Use the dropdown menus to filter the list by Date Request Type Request Details Status Request Number Floor and Suite 3 Click the Search button Requests matching the selected criteria are displayed on the My Service Requests screen 4 By default th
11. o modify the username and password you use to log in to the TSI Please be sure to use the company email address as each users login ID Users can edit their passwords only 6 The Permissions section allows you to modify the colleague s permissions Depending on the specific administrative permissions you have been given one or more options in the Permissions section may be inaccessible to you Name Sam Flynn Username sflynn New Password Building Tron Tower v Password Rules Floor amp Suite 3 321 Ww Confirm Password Fax Can Submit Requests Yes mu A Can Authorize Requests and Reservations Yes E mail sfiynn property com Can View All Requests Yes Can Manage Colleagues Yes Phone 1 Phone 2 E mail 16 7 Inthe E Mail Subscriptions section under Requests place checkmarks beside all notification types you would like your colleague to receive email notifications for E Mail Subscriptions Deck the following boxes to indicate which email notifications you wish to receive Request Confirmation 7 Request Cancelled 4 Request in Progress W Request Delayed W Request Completed W Estimate Approval Required Save Return To List 8 If you made a change to your colleague s login information place a checkmark beside Send username and password if you would like to send the new login information by email Note Colleagues can edi
12. pes As shown in the screenshot below these settings apply to all authorizers in your company 1 Click Setup from the menu to the left found under the Authorization section 2 To select which Request Types can be automatically authorized locate the desired Request Type and click the checkbox to select it 3 Click Submit AUTHORIZATION SETUP amp Authorization The following settings apply to you and all other authorizers within Crescent Management M Items to Authorize Service Requests Automatically authorize service requests of the type s below All other service requests must be authorized manually 3 Service Requests E Conference Room Reservation E Indoor Air Quality E Painting All Requests caes Wi Electrical Janitorial Parking 4 My Requests FI Elevator Keys and Locks E Pest Control Furniture Move Repair Landscaping FI Plumbing H New Request _ General Building Request Lighting Roof 4 Find Request E Hardware FI Lighting After Hours E Security C HVAC After Hours Miscellaneous E Security Access Cards o Administration a o U HVAC Too Cold U Moving Assistance U Windows MH My Colleagues F HVAC Too Hot H New Colleague M Invite Colleagues 10 Authorizing Items 1 Select Items to Authorize from the main menu Service Requests requiring authorization are displayed in the top section 2 By default the system displays items in the descending order by
13. t 11 Tenant Administrators About Tenant Administrators Tenant Administrators are contacts that have access to Customer Services and have the ability to Activate or Deactivate colleagues as well as grant colleagues permission to do one or more of the following e Make tenant requests e Self subscribe to announcements The abilities that a Tenant Administrator has are determined by their Tenant Administrator Permissions which are set up at the time the account is created by your property management company can be added or modified at a later date by property management 12 Adding a Colleague To add a colleague as a contact in Customer Services 13 1 Click New Colleague in the Administration section of the TSI menu located on the left side of the screen k Find Request Administration k My Colleagues k Invite Colleagues ds My Profile sign out 2 The Contact Entry screen is displayed The General Information section contains contact and location information The following information can be added in this section Name Building Floor amp Suite Phone number Fax Email CC used with service request and reservation notifications 3 The Emergency Information section allows you to enter emergency contact information which will be used to transmit emergency notifications This feature is not currently being utilized at this time The Login section allows you to create the username and password used to
14. t the same information within their own profile with the exception of Permissions Only administrators can edit permissions for their colleagues 9 When you are finished making changes click Save 17 Deleting a Colleague Colleagues cannot be deleted however you can deactivate them which disables the account See Deactivating a Colleague in the user manual 18 Deactivating a Colleague 1 Click My Colleagues in the Administration section of the Customer Services menu located on the left side of the screen A list of Colleagues is displayed k Find Request 53 Administration t New Colleague k Invite Colleagues os My Profile sign Out 2 Select the colleague you would like to deactivate The My Colleagues list can be set to display active or inactive contacts using the Status drop down list and clicking Search You can also sort the list in ascending or descending order by clicking on the Name E mail and Phone field headings Status Active x Name a E mail Phone Sam Flynn sflynnGproperty com 414 555 1215 Dean Martin dmartin property com 414 555 1212 Jean Frenkel jfrenkel property com 414 555 1214 Karen Posterer kposterero property com 414 555 1211 19 Active toe X 20 3 The Contact Entry screen will be displayed In the Permissions section remove the checkmark beside Active Can Sign In Confirm Password Permissions Can Submit Requests F Can View All Req
15. tem known as the Tenant Support Interface This interface enables you to enter and track service requests The web address and contact information for your property is provided below Your property management group can provide you your user name and password for using Customer Services Please note that the screenshots included in this manual are for instructional purposes only and will not necessarily appear as depicted depending on how the service has been configured for your property 777 Main 817 321 1100 http www 777main com home customer services as Greenway Plaza 713 965 2913 http www greenwayplaza com home customer Phase I services asp Bldgs 1 2 3 4 5 3800 The Shops Greenway Plaza 713 965 2212 http www greenwayplaza com home customer Phase II services asp Bldgs 8 9 11 12 Post Oak Central 713 871 0500 http www postoakcentral com request 1980 1990 2000 WELCOME TO THE TENANT SERVICES SYSTEM 2 Home Welcome Sam Flynn amp Authorization Items to Authorize My Contact Info Ipdate Online Help Setup Please take a moment to confirm your contact h access par es PNE Slick here You can 5 Service Requests information is correct and click Update to make any also access additional videos below necessary edits My Requests x Introduction A general introduction to the Tenant Interface amp Administration 444 855 4212 n Tenant Request This video covers how to view find an
16. tted and the Request Confirmation screen is displayed If your property uses the Authorization feature your request may require authorization before it can be processed The system will display a message informing you that authorization is required See Changing Your Profile in the manual for more information Click Submit Your request is submitted and the Request Confirmation screen is displayed Sending a Note You can append a note to a service request after it has been made This can be used to provide additional information concerning the request To send a note follow these steps 1 Using the My Requests list locate the service request you would like to add a note to Click the request number to display the request details 2 On the request details page click Add Note History Date Event Detaiz Apr 23 10 53 AM Open Notes to Property Management Please Use tnis area in communicate additonal information to us related to the onginal service request details 3 Inthe Add Note window that opens enter a subject name and details for the note then click Save Note Add Note e Subject Additional in formation Det3l5 To be clear there is stil some airflow through the vent but it ie wary waak 4 The note has now been added to the service request History Date Event Detaik Apr 29 10 58 AM Open Notes to Property Management Sd mote Please use thes area to communicate additional information to us r
17. uests Can Authorize Requests 7 Click Save E Send username and password to colleague via e mail SAVE RETURN TO LIST
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