Get the most out of Scan2Support
Scan2Support turns any wall, door, or hostel room into a one-scan complaint desk. Someone scans a QR code, reports their issue in under a minute, and your team resolves it — all tracked from a single dashboard. This guide walks through both sides: what a reporter sees, and how your staff manage what comes in.
How it works, in three steps
No app to install, and no account needed for reporters — the entire loop runs off one QR code.
1. Scan
A QR code posted at a location opens that institution's complaint form directly in the browser — nothing to download.
2. Report
The reporter picks what's wrong, adds a few details, and submits. It takes under a minute.
3. Resolve
Staff are notified instantly, assign the right engineer, and close it out — while the reporter watches progress live.
Raising a complaint
Anyone in your institution — students, staff, visitors — can report an issue without creating an account. Here's exactly what they'll walk through.
Scan the QR code — or open the link
Every location — a hostel block, a lab, a lobby — has its own QR code. Scanning it (or tapping the shared link) opens the complaint form instantly, already branded with your institution's name, colors and logo.
The complaint form, branded for the reporter's institution.
Describe what's wrong
They tap the card that matches their issue, set a priority, and optionally note the device involved. A short description and their contact details — name, room, phone, email — help your team locate and follow up with them.
A filled-in report, ready to submit.
Submit and get a ticket number
One tap files the complaint. They immediately get a ticket number like SAMP-2026-00001 and a private tracking link — no login required to check on it later.
Confirmation screen, with the ticket number and tracking link.
Track progress anytime
The tracking link shows live status — Open, Assigned, In Progress, Resolved — plus every detail they submitted. They can add a follow-up message straight from that page.
Self-service status tracking — no account needed.
Managing the dashboard
Your facilities or IT team works every complaint from one place — triage, assign, resolve, and keep an eye on trends.
Sign in
Staff sign in with the email and password set up for them. First-time sign-ins are asked to set their own password.
See what's happening at a glance
The Overview page shows open, urgent and SLA-breached counts, recent tickets, and an issue breakdown chart — a quick pulse check before diving into any one ticket.
Work the ticket queue
All Tickets lists every complaint, filterable by status, priority and category, with search and a one-click CSV export for reporting.
Open a ticket to act on it
Click any row to see the full report, update its status, assign an engineer, and leave comments — the reporter sees status changes on their own tracking page.
Set up QR codes for every location
Add each building, hostel or room under Locations & QR, then download a ready-to-print QR code or poster for it. Scans and tickets per location are tracked automatically.
A real QR code, generated by Scan2Support
Print it at any size and post it wherever the issue would occur — a router closet, a hostel corridor, a common room. Scanning it opens the complaint form for that exact location, pre-filled so reporters don't have to type it in.
Beyond Wi-Fi: facility maintenance
By default, Scan2Support handles Wi-Fi and network complaints. If your institution also wants to route facility issues — electrical, plumbing, housekeeping, and more — that can be turned on for your portal as an add-on.
Reporters pick a category first
With this module on, the form asks which category the issue belongs to before asking what's wrong — so it reaches the right team from the start.
The next question adapts automatically
Once a category is picked, the form shows only the problems that apply to it — an Electrical complaint offers "Light not working" or "Power failure," not Wi-Fi options.
Need a hand?
We're here if anything in this guide doesn't match what you're seeing, or you'd like a module enabled.
Talk to Optimus Secure
Reach out for portal setup, new admin accounts, or enabling the Facility Maintenance module.