Requesters are the individuals who initiate service requests, raise incidents, request for information, or seek assistance in Service Desk. Managing requesters is a critical task to delivering efficient support services. This article explains the steps for adding requesters in your service desk.
Required Permission(s)
Manage Requesters: Only admins with this permission will be able to manage, create, view, create, edit and delete Requesters in Service Desk.
Steps to create a Requester?
Follow the steps below to add Requesters into Service Desk,
1. Navigate to Main Menu > Manage > Requesters
2. Click on the + Button
3. Add Requester right panel
Provide the following details in the Add Requester form,
- Full Name (Mandatory)
- Email Address (Mandatory): Provide the email address of the requester.
- Phone Numbers (Mandatory): Enter the phone number(s) of the requester.
- Generate and Email a Password to the Requester (Optional): Select this option to automatically generate a default password and send it to the requester via email. Requesters can reset their password after logging in from their respective My Settings page.
- Requester Fields (Mandatory/Optional): These are requester custom fields configured in your system to capture additional information about the requester.
4. Click on Save.
5. View the Requester Details.
Once the requester is added, you will be directed to the Requester Details page. Here, you can view information such as Recent tickets, Activity, and Assign Requester Groups to the requester, etc.
Note: Either an email address or phone number is mandatory to add a requester.
Requester Details Page - Overview
More details on the Requester Details Page and actions that can be performed in it is available in this article