Request Level

Request Level

Request level is a measure used to indicate the complexity of a request. This helps in the assignment of requests to competent support reps. By default, there are four levels. You can custom create new levels.

 

The default levels in the increasing order of complexity and their typical use are listed below.

 

Level

Typical Usage

Tier 1

Requests seeking information.

Tier 2

Requests seeking tips, how-tos etc.

Tier 3

Requests for troubleshooting level 1.

Tier 4

Requests for troubleshooting level 2.

 

To create a new level: 

    1. Go to Admin>> Helpdesk Customizer>>Level.

    2. Click Add New Level to go to the relevant form.

    3. Now, provide Name and Description.

    4. Finally, click Save.

 

 


View, edit, or delete request levels

 

All request levels are listed under the request level configuration page. To access it, go to Admin>> Helpdesk Customizer>>Level. 

  • To view or edit a request level, click the name or edit icon. To edit, make necessary changes and click Save. 

 

  • To delete, select one or more request levels using the checkboxes and click Delete. 


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