Service Request

I. Service Request Configuration

Service Request is a feature module in the Online Customer Service application that requires manual activation. To enable it, navigate to:
Online Customer Service > Service Request Settings, then click the Enable button.

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II. Service Request Settings

1. Assigning Service Request Handlers

Add assignees who can process and assign service requests.

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2. Service Request Submission Modes

Service requests can be submitted in two ways: Agent Submission and Self-Service Submission.

Agent Submission:
- Customers contact support via phone, web, or WeChat, and agents create service requests on their behalf.
- After enabling the feature, agents can manually create service requests in the system.
- For agents using the Customer Service Console, configure the submission entry:
Online Customer Service > Web/WeChat Access Settings > Console Extensions > Related Information > Manage

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Once configured, agents can view and create service requests in the console sidebar.

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Self-Service Submission:
- Businesses can allow customers to submit service requests independently.
- Enable the Self-Service Submission option and configure the entry in the WeChat Official Account.

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If the WeChat Official Account is not yet integrated, follow the setup guide to complete the connection.

After enabling self-service, assign permissions to external users:
Admin > Interconnection Roles > Individual Users

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Once configured, the submission entry will appear in the WeChat Official Account. Businesses can customize fields and layouts. For details, refer to the Layout Guide.

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Submitted requests appear in the To-Do List for agents with the Service Agent Role.

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3. Allowing Guest Submissions

To permit unregistered users (guests) to submit requests, enable the Guest Mode option.

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4. Service Request Assignment Rules

Self-service requests are automatically routed to designated agent groups based on preset rules.

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5. Converting Service Requests to Work Orders

Enable the Convert to Work Order option to automatically link requests to Work Orders. The system maps fields and adds a conversion button.

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III. Using Service Requests

1. Creating Requests in the Customer Service Console

Agents can quickly create service requests during customer interactions.

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After creation, agents can close requests or convert them to Work Orders.

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2. Handling Self-Service Requests

Requests submitted via WeChat trigger notifications for agents with the Service Agent Role. Agents can claim and process them in the To-Do Center.

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