Published at: 2025-10-30

Service Request

1. Service Request Settings

Service Requests is a feature module of the Online Customer Service application and must be enabled manually. To enable: Online Customer Service → Service Request Settings, then click the Enable button.

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2. Service Request Configuration

1. Assigning Service Request Handlers

Add assignees. Assigned staff can be assigned Service Requests to handle.

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2. Service Request Submission Modes

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

Agent Submission: Customers contact support via phone, web, WeChat, etc. Support agents create Service Requests and record the details. After enabling Service Requests, agents can manually create them in the system. If the handling agent is a customer service agent, they can create Service Requests from the Customer Service Console. To expose the Service Request creation entry on an agent’s console, configure it under: Online Customer Service → Web/WeChat Access Settings → Console Extended Info → Related Info → Manage.

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After configuration, agents can view and create Service Requests from the sidebar in the Customer Service Console.

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

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After enabling Self-Service Submission, you must configure the submission entry in your WeChat Official Account.

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If your WeChat Official Account is not yet connected, follow the integration guide to connect it first.

After enabling Self-Service Submission, grant the necessary permissions to external users: Admin → Interconnection → Roles → Personal Users, and enable the permissions shown below.

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Once configured, the submission entry will appear within the WeChat Official Account as shown. You can customize which fields users must fill and the layout according to your business needs. For layout instructions, see: https://help.fxiaoke.com/9adk/82a7/89e6/264f

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

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3. Allow Guest Submission

When the submission entry is public, registered interconnection users (maintained as Interconnection users in the system) can submit requests. To allow unregistered users to submit, enable the Guest option.

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Once Interconnection Guest is enabled, visitors can submit Service Requests as guests.

4. Service Request Assignment Rules

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

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5. Convert Service Request to Work Order

If a Service Request needs to be converted into a Work Order, enable the Convert to Work Order setting. 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 the Convert to Work Order button on a Service Request will generate a Work Order automatically.

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3. Using Service Requests

1. Creating Service Requests from the Customer Service Console

Customer service agents can quickly create Service Requests during conversations with customers via the Customer Service Console.

After creating a Service Request, proceed with the appropriate next steps based on the handling outcome, such as closing the Service Request or converting it to a Work Order.

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2. Processing Self-Service Submissions

Service Requests submitted via the WeChat channel are delivered as To-Do notifications to all employees with the handling Role. Handling agents can claim relevant Service Requests from the To-Do Center and process them through the standard workflow after claiming.

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