The Request Module allows you to handle your customers’ requests efficiently and clearly, while also giving you an overview of your employees’ work. Requests offer a wide range of options and settings that allow you to customize this module to your needs. Here are some examples of the features provided by the Request Module:
- Tracking of open work performed by employees.
- Tracking of completion/response deadlines, workarounds, and SLA evaluation.
- Categorization by type, category, or service area of the request.
- The assignee can be an individual or a group of assignees.
- Ability to assign customer objects, such as devices or services, to which the request relates (from the configuration database).
- Ability to assign custom fields, allowing you to record the data you require on requests.
- Communication with the customer and third parties via discussion or external email. Internal discussion among assignees, hidden from the customer.
- Ability to predefine custom signatures displayed in discussions.
- Automatic assignment of notification recipients with a reason, as well as manual addition and removal of recipients with a history.
- Tracking the history of changes in requests.
- Creating additional records under a request, such as work orders, tasks, fulfilments, purchase orders, deals, or quotes, with the option for customer approval.
- Ability to link multiple related requests. Requests can also be linked to projects (project request). Ability to classify a request within a hierarchy (parent, child).
- A request can have various sources – web/mobile/desktop, email, chat (WhatsApp), VOIP.
- Ability to define request templates and recurring requests that are generated automatically according to set rules.
- Ability to define custom request codes or separate number series.
- A new request is automatically saved as a draft; you can also leave it as a draft.
- All requests are displayed in a clear list with search, filter, and priority display options.