Request Management - Core Functionalities
Search Requests
The search feature in SupportCenter Plus allows you to find all request-related information easily and accurately. Global Search Global search will be applied only when Lucene is enabled. Click the Search icon in the header and select Requests, as ...
Advanced Search for Requests
Use Advanced Filter to sort and display requests that meet certain criteria. This option is available only on the request list view. The Advanced Filter option is available only for support reps. The advanced filter option allows you to define ...
Request Combined View
Combined View allows you to track requests and tasks on the same page. It appears similar to the classic view but with limited filters and sorting options. To switch the request list to the combined view, click Combined View in the header. In the ...
Request Classic View
Classic View presents the request data in a linear manner. To display requests in classic view, click the icon in the header. You can sort requests by different fields such as subject, support rep, and more by using List Settings in the header. The ...
Custom Views
You can use custom views to display requests based on certain criteria. Manage Custom Views Manage your views by providing a consolidated view of all your public and private views. To access Manage Views, Navigate to the request list view page. Go to ...
Logging Requests
Contacts and Support Reps with valid login credentials can log into the application and raise a request. Create a request from the following locations: Home Page Requests Tab You can also import requests in bulk. Learn how to do this here. If you ...
Resolving a Request
Once a request is resolved, you can add a resolution to the request so that all support reps involved in the request can know the cause, consequence, and solution for the request. You can also add the solution to the knowledge base of the application ...
Search Solutions
From the request, you can search for solutions that might help you solve the issue described in the request. To search for a solution, Click Requests in the header pane. This opens the request list view page. Click the request Title for which you ...
Request Assignment
Each request must be assigned to a support rep, who will be responsible to resolve the request within the given time. Support reps can also pick up a request for themselves. You can assign a request in two methods: From the request list view page ...
Request List View
You can access the request list view by clicking Requests in the header pane. In the request list view, you can: View requests using filters Create custom filters for requests View tasks and requests in the same window View archived requests ...
Request Tags
Add tags to a request in order to group them on a specific criteria. You can perform a global search for requests based on their tags. You can add up to 10 tags to a request. To add a tag to the request, open the request details page. Hover over Tags ...
Time Analysis
The time analysis tab in the request details page gives a clear representation of how long the request was handled by each Support rep, stayed with various groups and in various statuses. The request SLA section displays the response time and ...
Time Entries
Time entries are records of time spent by the support rep on a request. You can manually add time entries to a request from the request details page. To add a time entry, go to the Time Entry tab in the request details page and click Add New. Fill ...
Request Details Page
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 request details page contains three sections: The left pane consists of the list of all ...
View, Edit, or Delete Requests
View Requests You can view a request by clicking the request title from the request list view page. Click here to learn more about the request list view page and its options. Edit Requests To edit a request, Open the request details page and click ...
Request Properties
Request properties are additional information about a request which aids in the automation of the request workflow. In this page, we will discuss the request properties in detail. Created By This refers to the user who has raised the request. Learn ...
Unknown Requesters
If you are not a registered user or if you do not have a valid login credentials, you can raise a request in the following methods, Via Email Via Customer Portal Email You can create a request via email if the organization admin has enabled email ...
Bulk Import Requests
You can import requests in bulk into the application. Support reps with complete permissions for the request module can perform this operation. To import requests, Go to Requests. This opens the list view of existing requests. Click Actions >> ...
Filling Out the Request Form
Once you access the request form, fill out the various fields using the pointers discussed below: Field Description Request Template drop-down list Choose the required request template. This drop-down will be available if you have configured ...
Requests Tab
Click Requests from the application header. This displays the request list view page. On this page, click New. Fill out the displayed request form as discussed here.
Home Page
From the application header pane, you can raise a request by clicking New Request/Request Catalog option: New Request - If only the default request template is available, the New Request button is displayed. Request Catalog - If multiple request ...