Farsight Software
Farsight Software
Creating a fault-management platform that tracks every fault, escalates the ones that keep coming back and brings installers and clients into the fix.
Farsight is a UK remote CCTV monitoring company. When they came to us in 2015, their tickets lived in a limited web application that could log a fault and little else: no workflow, no interactivity, nothing for their clients to see. We designed and built Yoursight to replace it, and we've developed it alongside them ever since.
The Nitty Gritty
- ServiceBespoke Software
- CategorySecurity Services
- TypeFault Management
What we did for Farsight Software
At a glance
Faults tracked by site and asset
Track faults by site and asset, with notes, attachments and reminders.
Escalation rules you control
Set escalation rules that spot repeat faults and trigger action.
A dashboard for every role
Give every role a dashboard with the tools and information they need.
Resolve faults from an email
Let installers and users view and resolve faults straight from an email.
Email and SMS notifications
Send email and SMS alerts automatically, with settings for each site.
New sites ready for monitoring
Track site launches, tests and changes with a full audit trail.
Tell me more
Faults tracked by site and asset
Yoursight models the business as Farsight runs it: sites, the equipment at each site and the faults raised against each piece of equipment. Operators log faults with notes and attachments, call-centre staff record calls with the reason for each one, and any ticket exports as a PDF. The platform sends reminders about tickets left open to installers and site owners.
Escalation rules without a developer
A single fault on a camera is routine. The third on the same camera in a week tells you something. Tracker's rules engine lets Farsight's admins describe those patterns themselves: every so many faults, a number of faults within a time frame, repeat faults on one asset, or a stepped sequence that escalates further each time. When a rule fires, the platform acts on it. It can email the installer or the end user, pin an action-required note to the site for the team, post an internal message or mark a fault as non-resolvable.
A view for each role
Admins, operators, team leaders and clients each sign in to their own dashboard, built around what that role needs to do. Operators work the ticket queue in a realtime web app, team leaders oversee it, admins run the configuration and clients see their own sites and nothing else. A client can search their faults and follow progress without picking up the phone.
Faults resolved from the inbox
The people who fix a fault often aren't Farsight's staff. Installers and end users get an email with links to view the fault and mark it resolved, and those links open the ticket without a login. Each link belongs to that person and that ticket, so only the people on the ticket can use it. Users who do sign in can use a magic link instead of a password.
Email and SMS in the background
Tracker sends notifications by email and SMS through a background queue, so operators carry on working while messages send. Farsight can override notification settings for a single site and post announcements across the platform.
Getting new sites live properly
Before Farsight starts monitoring a new site, the platform tracks the commencement date and records each test at the site, and it reminds the team when an extended soak test is due to finish. Changes across the system go into a full audit trail, recording who changed what and when.
Built in 2015, developed ever since
We've worked on Yoursight for more than a decade, supporting it through major upgrades, and with constant feature development expanding and improving the experience of Operators and Clients alike. The site is in 24/7 use, and we keep developing the platform with them today, tracking over 250,000 faults via a stable, rock-solid platform.