Below are the various actions that an agent can perform over a Service Request.

Reply

Once a Service Request is reported, agents can work on the Service Requests and reply to the requesters using the Reply modal. Agents can initiate conversations, communicate any updates or followup by replying to the requester. These replies can also be sent to the other stakeholders related to the Service Request using the cc and bcc.

Reply modal

• Once you click on the Reply button, Reply modal will open up.

• Agents can format the reply using the various properties available in the Rich Text Editor.

• In Addition to adding a reply agent can also update ticket properties like Status, Priority, Assignee, Assignment Group, Due by, Time Spent, Tags, Add Subscriber, Change Subject etc.

Attachments

• Inline images can be attached to the reply by clicking on the Image icon in the editor.

• Files can also be uploaded as Attachments to the reply.

• Images, Files, Docs, Excels, Pdfs can be attached to the reply.

• Files up to 25MB size can be attached per update. Agents can attach any number of files to the update, but the cumulative size of the attached files to an update should not exceed 25 MB. There is no restriction on the file extension.

Canned Actions

• Agents can pre-configure canned actions under Automate > Canned Actions and make use of it in the Reply modal.

• Clicking on the Canned action button on the modal will display a popover where the list of canned actions accessible to the agent will be available.

• Click on a canned action to populate it in the Reply modal. 

Add Private Note

Agents can initiate conversations, communicate any updates or followup by adding private notes within a ticket. These notes can be notified to other agents by adding them as subscribers.

Private Note modal

• Once you click on the Add Private Note button, a modal will open up.

  Agents can format the note using the various properties available in the Rich Text Editor.

• In Addition to adding a private note agent can also update ticket properties like Status, Priority, Assignee, Assignment Group, Due by, Time Spent, Tags, Add Subscriber, Change Subject etc.

More Actions

Add Subscribers

• When there are other agents and stakeholders who need to be notified of the updates related to the Service Request, they can be added as subscribers

• Click on the + button below the Service Request card and choose the agents who need to be subscribed to the Service Request.

• These agents will receive notifications on the Service Request updates in email.

• The list of agents displayed based on the Team and Assignment Group assigned to the Service Request.

Clone

• Click on More Actions > Clone to clone a Service Request

• This will initiate the Create Service Request action with all the Requester and Service Request details pre-filled based on the source Service Request.

• You can make changes to the pre-filled details if required and Click on Create Service Request to save the cloned Service Request.

Change Requester

• Click on More Actions > Change Requester.

• This will initiate the Change Requester modal.

• Search and Choose a Requester and click on Change.

• The Requester of the Service Request will be updated respectively.

• More details on Change Requester is available here

Delete

• Click on More Actions > Delete.

• This will display a confirmation popover, Click on Delete button to delete the Service Request.

• Note: This will permanently delete the Service Request and this action cannot be undone.