Service Management Manuals

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Submit a service request ​

Create a service request during a customer conversation to record a service need that requires assessment or follow-up.

Overview ​

Service requests and work orders are separate business objects. Support agents can submit service requests for customers from the customer service workspace. After submission, an intake agent can close the request or convert it to a work order.

For end-user instructions, see Submit a service request as an end user.

Before you begin ​

  • Your organization has enabled service requests and added them to the workspace's related information.
  • Your account can create service requests.
  • Open the customer conversation and prepare the customer's need, contact details, and relevant service information.

Submit a request from the customer service workspace ​

  1. Open the customer conversation in Customer Service Workspace.
  2. Find Service Requests in the conversation sidebar's related information.
  3. Select the create action to open New Service Request.
  4. Complete the subject, customer, contact, contact details, problem description, and other required fields.
  5. Verify that the customer and contact match the current conversation.
  6. Select Submit.
  7. Return to the service request details and verify the submitted information and current status.

Expected result ​

  • The new record appears in the workspace's related service requests.
  • The request details retain the entered customer need and contact information.
  • An intake agent can claim and process the request. If on-site service is required, they can convert it to a work order.

Troubleshooting ​

The service request entry is unavailable ​

Ask an administrator to confirm that service requests are enabled and configured for the current web or WeChat support channel.

You cannot submit the service request ​

Check your create permission and all required fields. Your organization controls fields, business types, layouts, and validation requirements.

The request needs further processing ​

Submitting for a customer only creates the record. See Accept a service request and Convert a service request to a work order.

Notes ​

  • Use a service request when the customer's need still requires assessment. Create a work order when it should enter dispatch and field service directly.
  • Do not create duplicate records for the same customer need.
  • Selecting Submit creates a request. It does not close the request or generate a work order.