Published at: 2026-09-17
Service request
Scenario
Configure the ability to submit after-sales requirements, process follow-up, and transfer work orders for end users.
Before you begin
The current account has Business Plugin and service request configuration permissions.
Configuration steps
Learn about service requests
Service request is a portal for end-users to submit after-sales requirements and inquire about progress.
When customers encounter issues such as returns and exchanges, fault reports, technical support, after-sales consultation, etc., they can submit service requests through official accounts, web pages, online customer service and other portals. After receiving it, the company’s internal support agents can accept, assign, process, and close it. If necessary, they can also convert the service request into a work order and hand it over to the on-site or subsequent execution team for processing.
Service requests can be understood as:
- For customers: this is the entrance to submit after-sales issues, view processing progress, and provide feedback on service results;
- For customer service: this is a tool to record customer needs, standardize the acceptance process, and determine whether to upgrade;
- For enterprises: This is to turn account feedback into a data asset that can be assigned, tracked, and transferred to work orders.
Differentiate between service requests, tickets and case management
To avoid confusion, the boundaries between the three can be understood as follows:
| module | core positioning | Main Usage Object | Typical scenario |
|---|---|---|---|
| service request | Entrance for customers to submit after-sales requirements and inquire about progress | End customers, support agents | Returns and exchanges, fault reporting, technical support, after-sales consultation |
| work order | Task orders for on-site execution and resource scheduling | Engineers, dispatchers, field executives | Maintenance, inspection, installation and commissioning, spare parts processing |
| case management | Unified management and precipitation of internal service processes | Customer service, administrators, cross-department collaborators | Complaints, complex issues, cross-department handling, service review |
Simply put:
- Service requests focus more on “how users can conveniently submit problems”;
- Work orders pay more attention to “how on-site personnel perform tasks”;
- Case management focuses more on “how to collaboratively solve complex problems internally and accumulate experience.”
Service requests are usually at the front end of the overall service process. Customers first submit a service request, which can be processed directly by customer service, or converted to a work order or upgraded to a case management process based on the complexity of the problem.
Confirm applicable scenarios
Service requests are suitable for standardized after-sales acceptance processes, such as:
- The customer submits a fault report;
- Customer applies for return or exchange;
- Customers submit technical support requirements;
- Customer consultation on after-sales service progress;
- Customer service records needs on behalf of customers during the communication process;
- Enterprises hope to uniformly collect after-sales issues from WeChat, web pages, online customer service and other channels.
If your business requires customers to fill out forms, upload vouchers, and check processing progress, service requests are more suitable than ordinary customer service sessions.
Step 1: Enter service request settings
The service request is a Business Plugin applied by Online Customer Service, as shown in the following figure:
Step 2: Set up handlers
Configure handling or assign personnel to service requests.
Handlers are typically responsible for:
- View newly submitted service requests;
- Determine problem type and priority;
- Assigned to the corresponding customer service or customer service group;
- Follow up on processing progress;
- Close the service request or convert it to a ticket.
Step 3: Set submission method
Service requests generally support two submission methods: valet submission and self-service submission.
Submit on behalf of clients
After a customer contacts the company via phone, online customer service, web page or WeChat, the support agent creates a service request and records the problem in the system.
Suitable scenarios:
- Customers are unable or inconvenient to fill out the form themselves;
- Customer service needs to quickly record problems during the communication process;
- A general consultation needs to be upgraded to a formal after-sales request.
If you want customer service to create a service request directly in the workbench, you can configure the guest/session object details page through the sidebar, and add a new entry for the service request in the details page, as shown in the figure below
Step 4: Configure Service Request Assignment
Service requests submitted by users themselves need to be handled by specific employees. The system has preset the distribution process of service requests. When an end customer submits a service request by themselves, they can be assigned to the customer service group according to the configured assignment rules.
Step 5: Configure service request to work order
If the service request needs to be converted to a work order, you need to enable the setting item of converting the service request to a work order. After it is enabled, the system will automatically create an association between the service request and the work order, and preset the button and field mapping rules for converting the service request to a work order. After the service request clicks the button of converting the work order, it will automatically Generate Work Order.
Expected Result
- Initiate a test request on a channel that has service requests enabled.
- After submission, confirm that the request information enters the expected processing flow.
- Check whether the request can be tracked by the customer service workbench or associated business records.
FAQ and troubleshooting
- Check the service request plugin status and required fields when the request cannot be submitted.
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When the request is not transferred, check the associated process and processing rules. ## Related topics
- Pre-inquiry form
- Satisfaction evaluation
- support agent management