Accept multichannel work orders

Overview

Employees or support agents can create work orders for customers. End users can submit them through self-service channels. Email and external systems can also create them automatically. Each channel has its own entry point and submitter, so there is no universal Accept action.

This article helps intake agents choose a submission method and verify key information after creation. Assignment and downstream processing are outside its scope.

Before you begin

• Employees and support agents need create and view permissions for Work Orders and access to the relevant business type.
• Administrators can place the Work Orders menu on the web or App. Ask an administrator if it is unavailable.
• Required fields and layouts vary by business type. Complete the fields shown on the current page.
• An administrator must connect and enable WeChat, H5, equipment codes, email, and external system channels.

Choose an intake channel

Channel	Submitter	Method	Use case
Work order list	Employee, intake agent, or dispatcher	Create a work order on the web or App	Phone requests, offline feedback, or employee-assisted submission
Customer service workspace	Online or call-center agent	Create a follow-up work order during a conversation	Requires the workspace to display work orders
WeChat service account or mini program	End user	Submit from an organization-provided self-service entry	Registration and customer matching depend on configuration
H5 or mobile website	End user	Submit through a published self-service portal	The organization publishes the link
Standalone web portal	End user	Submit from the customer service portal	Limited-release feature available to selected organizations
Equipment code	End user	Scan the code and submit an equipment-related work order	For equipment with attached codes
Support mailbox	Customer	Send an email that matching rules convert automatically	Only messages that match configured rules are converted
External or custom system	External system user	Create through a configured integration or form	Service Pass handles assignment and processing after creation

Procedure

Submit for a customer from the work order list

1. On the web or App, open Work Orders > Work Order List.
2. Select New.
3. Select a business type and complete the customer, contact, problem, and service fields.
4. Verify all required fields, then select Submit.

Submit for a customer from the workspace

1. Open the current customer conversation in Customer Service Workspace.
2. In related information, find Work Orders, then select New.
3. Enter the customer, contact, problem, and other information required by the business type.
4. Verify the information, then select Submit.

Accept a work order submitted by an end user

1. The end user opens the submission page through WeChat, H5, a self-service portal, or an equipment code.
2. The end user enters the required problem and contact information, then submits the work order.
3. In Work Orders, open the generated record and verify its customer, contact, problem, source, and other displayed information.

NOTE

The standalone web customer service portal is a limited-release feature. End users cannot access it unless your organization enables it.

Accept an automatically generated or integrated work order

1. The customer emails the configured support mailbox or submits an issue through an integrated external system.
2. The system converts matching emails or synchronizes external data according to your organization's configuration.
3. Open the generated record in Work Orders and verify its source, customer, contact, and problem.
4. If the information is correct, continue with assignment or processing.

Expected result

• Manually submitted work orders appear in Work Orders.
• Valid self-service, email, or external system submissions generate corresponding work orders.
• Customer, contact, problem, and source information matches the original need where configured.
• The work order enters its expected assignment and processing flow.

Troubleshooting

Work Orders or New is unavailable

Ask an administrator to check create and view permissions, business type access, and the web or App menu configuration.

You cannot select the customer or contact

Available records depend on data permissions and the work order page configuration. Verify the search text, then ask an administrator to check your data scope.

An end user cannot find a WeChat, H5, or equipment-code entry

These entries require setup and publication. Confirm that the user has a valid organization-provided entry and that any limited-release feature is enabled.

An email did not generate a work order

The system converts only messages that match configured rules. Confirm the mailbox, then ask an administrator to check rules, mappings, and required fields.

Related topics

• Create a work order
• Manage and route work orders
• Track work order progress