The request details page provides the particulars of a request in a distinguished manner, thus helping support reps easily find information about the request.
The left pane consists of the list of all requests. Hover over a request and click to open the details page of that request. Click > on the top left to open this list. Pin the list to juggle between requests and meanwhile avoid switching between the details page and the request list view.
The center pane contains section-wise information about the request such as details, resolution, tasks, time entries, analysis, and history.
Details: This tab lists the request properties and other request details such as support rep assigned, account, template, start/end times, and so on. The request conversation and attachments are also listed in this tab. Learn more about request conversations here.
Resolution: This tab displays the solution to the request. From this tab, you can add a resolution to the knowledge base for future reference. Learn more about resolving a request here.
Tasks: Add and manage tasks related to the request under this tab. Learn more about this here.
Time Entries: Add and manage time entries for the request under this tab. Learn more about time entries here.
Time Analysis: This tab gives a clear picture of, how long the the request was handled by each support rep, stayed in each group and stayed in different statuses. Learn more about time analysis here.
History: This tab lists down all request activities and the corresponding time, starting from creation to closure, including status updates, approvals, notifications, conversations, time entries, etc.
The right pane contains a summary of the request which helps to assess the request without having the need to look into every detail.
Here's a screenshot of a sample request details page: