Service Request

1. Service Request Settings

Service Request is a shared feature module used by the Online Customer Service and Service Connector applications. It must be enabled manually.

To enable the Online Customer Service application: Online Customer Service -> Service Request Settings, then click Enable.

To enable the Service Connector application: Service Connector -> System Settings -> Add-on Plugins

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2. Service Request Configuration

1. Configure Service Request Handlers

Add assignees. Assignees can be assigned responsibility for Service Requests.

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2. Submission Modes

Service Requests support two submission modes: Agent-submitted and Self-service.

Agent-submitted: Customers contact support via phone, web, WeChat, or other channels, and support agents create Service Requests to record the interaction. After enabling Service Requests, handling agents can manually create requests in the system. If the handling person is a customer service agent, they can create a Service Request in the agent workspace. To add the Service Request creation entry to the agent workspace, configure: Online Customer Service -> Web/WeChat Access Settings -> Workspace Extensions -> Related Info -> Manage

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After configuration, the agent workspace sidebar will show the Service Request creation and viewing area.

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Self-service: You can expose a public submission entry so customers can submit Service Requests themselves. To enable this, turn on the Self-service submission option.

After enabling Self-service, configure the entry in your WeChat Official Account.

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If your WeChat Official Account is not yet connected, follow the integration guide to complete the connection.

After enabling Self-service submission, assign permissions for external users. Configure: Administration -> Interconnection -> Roles -> Individual Users, and enable the permissions shown below.

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After configuration, the entry will appear within the WeChat Official Account interface. You can customize the fields and layout customers must complete based on your business needs. See Layout documentation for details: https://help.fxiaoke.com/9adk/82a7/89e6/264f

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After a customer submits a Service Request, all users with the handling Role can see unassigned Service Requests in their To-Do Center.

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3. Allow Anonymous (Guest) Submissions

When the submission entry is open, authenticated customers (those maintained as Interconnection users) can submit requests. If you want to allow unregistered users to submit Service Requests, enable the Guest submission option.

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After enabling Interconnection guest identity, unauthenticated users may submit Service Requests as guests.

4. Assignment Rules

Self-service submissions require a staff member to handle them. The system provides assignment rules: when a terminal customer self-submits a Service Request, the system assigns it to a handling agent group according to configured rules.

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5. Convert Service Request to Work Order

If a Service Request needs to become a Work Order, enable the Service Request -> Convert to Work Order option. When enabled, the system automatically creates an association between the Service Request and the Work Order, provides a Convert to Work Order button, and applies preconfigured field mapping rules. Clicking Convert to Work Order generates a Work Order automatically.

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3. Using Service Requests

1. Creating Service Requests in the Agent Workspace

Customer service agents can quickly create Service Requests in the agent workspace while communicating with customers.

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After creating a Service Request, take the next steps according to the handling outcome, for example Close Request or Convert to Work Order.

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2. Handling Self-service Submissions

Service Requests submitted via WeChat are pushed as To-Do notifications to all employees who have the handling Role. Handlers can claim the Service Requests from the To-Do Center and proceed with normal processing.

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4. Mail-in Repair (Send-in Repair) Management

1. Scenario Overview

When a purchased product fails, customers may need to send the product back to a service center or the manufacturer for repair or replacement. Service Requests extend to a Mail-in Repair business type, allowing users to submit a repair shipment request with one click, track logistics progress, monitor the service process in real time, and increase transparency—improving the after-sales experience.

2. Mail-in Repair Configuration

Enable path: Service Connector -> Service Request Business Plugins -> Mail-in Repair

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After enabling Mail-in Repair, configure the following items in advance:

• Service Center settings: Add service center addresses and set each center’s supported Products and customer address coverage. When customers submit a mail-in repair request, the system recommends the repair return address based on the customer address and product information.

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• Terminal user submission: Configure the entry point for terminal users to submit mail-in repair requests in the Service Account or Mini Program.

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• One-click shipping: If your company partners with a logistics provider, enable One-click Shipping so customers can complete shipping order placement when they submit a Service Request, without leaving home.

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• Mail-in Repair workflow nodes: The system provides preset workflow nodes such as Repair Item Received, Repair Item Shipped Back, and Customer Received.

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  - Repair Item Received: When the customer’s returned item arrives at the service center, an engineer or another Role records receipt. The system can also auto-confirm receipt based on logistics status changes.

  - Repair Item Shipped Back: After repair, an engineer or another Role fills in the return shipment logistics information and can create the shipment via the logistics ordering API.

  - Customer Received: After the customer receives the repaired product, they confirm receipt; the system can also auto-confirm based on logistics status.

In addition to the preset nodes, you can configure custom business processes to match your workflow.

• Service Progress: Service Requests include a Service Progress component that lets users quickly view the current service node. Configure it at: Service Request Object -> Mail-in Repair Layout -> Service Progress Component. The statuses displayed come from the Service Request field service_progress (API name: service_progress). You can add custom status options.

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