CDESK offers various flexible ways to create and submit a new request to the system, ensuring accessibility for different users and situations. Regardless of the method chosen, a request can be submitted either as a general request, where the user manually fills in all necessary data, or via the catalogue of requests, where the user selects from pre-prepared templates with fields already pre-filled according to a specific scenario.
Requests can be submitted in several ways, including:
- Web interface – accessible to CDESK system users and customer accounts after logging into the CDESK system via a web browser.
- Email (request processing) – requests created based on an email sent to the address for receiving requests for processing – available to all users who know the email address.
- Easyclick (CUSTOMER MONITOR) – simple and fast submission of requests without the need to log in to the system. When submitting a request, you can attach a screenshot. The Easyclick account is accessible to users with the C-Monitor client installed.
- Desktop application – a desktop application designed for operational work.
- Mobile application – a mobile application that lets you work with the CDESK system anytime, anywhere.
- Web form on your website – creating a request based on data submitted via the web form.
We will discuss the various options for creating a request in detail in the following chapters.
Via a web browser
To access the CDESK system’s features via a web browser, you must first log in to the system—your administrator will provide you with the URL and login credentials.
There are several ways to submit a new request. Directly from the request list (section Requests → Requests), the following methods may be available:
- + Add – creating a request by a user logged into CDESK
- + Add from catalog – creating a request based on a predefined template from the catalogue of requests. This option is displayed if the catalogue of requests is enabled in Global Settings → Requests → Request Catalog.
You can also submit a new request by clicking the quick-choice button, which is available in the top bar of the web version of the system. The button is available in all sections of the system and always appears in the same location. Clicking the button displays a list of options, including Add request and Add request from catalog (depending on the system configuration).
Clicking the button to create a request opens a new window with a form for entering the request. The meaning of each field is described in the section Meaning of the fields in the request form. When entering a request from the catalog, you must select a template (tile) based on which the request will be created. Only tiles assigned to the customer’s company are available for selection. After clicking on a tile, a form for creating a request opens. Depending on the template settings, some fields are pre-filled, while others may be hidden. We cover the topic Request Catalog in detail in the documentation section Request Catalog.
Via email (message processing)
Requests can be submitted via email to a predefined public email address, from which emails are forwarded to the internal CDESK server address—either automatically or manually by an operator.
The system processes a request submitted by a customer (sender) as a ticket. The next step in the resolution process involves the assigned assignee processing the ticket. Depending on the system settings, the submitter (end user/sender) is notified of all actions via the appropriate notification.
Via Easyclick (CUSTOMER MONITOR)
To create a request via Easyclick, you must have the C-Monitor software installed and registered on your computer. The installation file is available for download on the website www.customermonitor.sk in the section Download ( https://customermonitor.sk/download).
This is the fastest way to submit a request, usually regarding the computer on which the C-Monitor client is installed. You can create a new request via Easyclick by double-clicking the C-Monitor client icon in the taskbar, or by right-clicking it and selecting the option Add a new Easyclick request.
When taking a screenshot, you can select the portion you want to include in your request—in other words, crop the image. You can also select an image from the clipboard.
To insert an image from the clipboard, go to the Clipboard tab. If there is already an image in the clipboard when you create the request, it will be inserted automatically as soon as you open the tab. If you add the image to the clipboard after navigating to this tab, you can insert it into the tab by clicking the “Insert image from clipboard” button located in the lower-left corner.
After inserting a screenshot or an image from the clipboard, confirm your selection by clicking the OK button. Once you confirm your selection, the CDESK application will open in your default web browser. There are several ways to create a request, depending on the system configuration and the permissions of the logged-in user:
- If the catalogue of requests is enabled and creating requests outside the catalog is disabled, the catalogue of requests is loaded
- If the catalogue of requests is disabled, or creating requests outside the catalog is enabled, the request submission form opens. The meaning of the individual form fields is described in detail in the documentation section Meaning of the fields in the request form.
The attached screenshot is automatically included in the request attachments and is also displayed in the request Image Gallery section. To submit the completed request, click the Save button.
Display of entered Easyclick requests
Requests submitted via Easyclick can be viewed by right-clicking the C-Monitor client icon in the taskbar and selecting Easyclick Request List.
You can view the submitted requests, but you cannot edit the data.
Another option available to you under your Easyclick account is to participate in the discussion regarding a request—users can add a discussion post or respond to posts from the request assignees. We cover the topic of request discussions in detail in the documentation section Actions on an existing request.
Through the client's CDESK
For users who prefer a simpler and more modern interface, the CDESK “Trendy” interface is available, currently implemented in the desktop application. It is a simplified view similar to that of a mobile app. It is designed primarily for quick operations.
There are two ways to create a new request:
- By using the quick-select button at the top of the screen and selecting the option New Request or Request Catalog (depending on the system configuration).
- Use the button Create a new record in the section Requests
Clicking the button to create a request opens the request form. The form can also be opened in a separate tab by clicking the button Open in a new tab. The purpose of each field is described in the documentation section Purpose of the fields in the request form.
When submitting a request from the catalog, you must first select a template based on which the request will be created. Only tiles assigned to the customer’s company are available for selection. Clicking on a tile opens the form for creating the request. Depending on the template settings, some fields are pre-filled, while others may be hidden. We cover the topic of the Request Catalog in detail in the documentation section Request Catalog.
To create a new request, click the Save button. A confirmation message (toaster) will notify you that the request has been created. The request record is then accessible in the Request List.
Via the mobile app
Creating a new request via the mobile app is quick and efficient. To use it, you must first log in to the app—use the same login credentials as for the web version of the system, or log in via QR code, Office 365, or a Google account.
To create a new request, click the “” button or use the quick-select option located in the app’s bottom bar.
After clicking the button, the available options for creating a record will be displayed. To create a request, select the option Add a request or Add a request from the catalog.
Clicking the button to create a request opens the request submission form. The purpose of each field is described in the documentation at The purpose of the fields in the request form.
When submitting a request from the catalog, you must first select a template based on which the request will be created. Only tiles assigned to the customer’s company are available for selection. Clicking on a tile opens the form for creating the request. Depending on the template settings, some fields are pre-filled, while others may be hidden. We cover the topic Request Catalog in detail in the documentation section Request Catalog.
Through the web form on your website
In addition to the standard methods of submitting a request directly in the CDESK system (regardless of the platform used), you can also use a web form embedded directly on your website. This form provides a simple and quick way to submit a request without the customer having to contact the service department directly.
You can categorize the form however you like to suit your needs. Depending on the type of inquiry (form), you can then select the type of request, service area, or request template from the catalog.
Once you have filled out and submitted the form, all the information you provided will be automatically transferred to the CDESK system, where it will be processed as a standard request.
For more information about integration options for your website, please contact our Support team.