There are multiple ways through which service requests can be raised within a Service Desk. Requesters can request for a service through any one of the channels below, 

1. Through Self Service Portal

• Login to the Service Portal as a requester.
• Navigate to Service Catalog.
• Users can then browse the service catalog and select a catalog item and then raise a service request by selecting from a predefined list of products or services available in the catalog.
• Once they submit, a new service request will be created and assigned to the respective team. 

2. Phone

• Users can call a dedicated support phone number. Support agents can then create service requests on behalf of the requester from agent portal based on the information provided over the call.
• E.g Dialpad integration in Service Desk