End-Customer Usage

This page describes the experience from the end-customer’s perspective — the person operating a device who needs to report an issue.

Reporting an issue

1. Scan the QR code on the device using your phone’s camera
2. Enter the PIN — the 4-digit code provided by the service organization
3. View the device — see basic information about the device you scanned
4. Select an issue type — choose from available Case Templates, or describe the issue freely
5. Describe the problem — add details about what happened
6. Provide contact information — enter your name, email, and/or phone number so the service team can follow up
7. Submit — the case is created and routed to the service team

What customers can see

Depending on the portal configuration, customers may be able to:

• Device information — Basic details about the device they scanned
• Open cases — Their recently submitted cases and their current status (if enabled by the portal administrator)

What customers cannot access

The Customer Portal is intentionally limited. Customers cannot:

• Access other devices in the deployment
• View work orders or maintenance history
• See inventory or spare parts information
• Access workspace settings or team information

What happens after submitting

1. The case is created in WAKU Care linked to the correct device
2. The case is marked as originating from the Customer Portal
3. The deployment’s default case assignee and notification emails are alerted
4. The service team can see the customer’s contact details and respond
5. If enabled, the customer can check the portal again to see their case status

Tips for customers

• Be as specific as possible when describing the issue
• Include what the device was doing when the problem occurred
• If available, select the Case Template that best matches your issue
• Provide accurate contact information so the service team can reach you