How to manage service requests

Managing service requests

Building and service admins can manage service requests. Only the account linked to the service will be able to see service requests. If a service requires approval, the approver must approve the request before it will be visible in the admin portal.

The service desk is split into three areas, general requests, loan requests and subscriptions. When the general requests or loan requests screen loads, the view will be pre-filtered to show approved, new and in progress service requests.

Steps 

1. From the left-hand side menu in building or service admin, click Service Desk > General Requests or Loan Requests.
2. On the service request screen navigate to the request, on the far right click Actions and take one of the following actions:  
   • Add Notes: Add notes specific to the request that can be referred back to. Only visible in the service desk and are not visible to app users.
   • View Attachments: View any images attached to the request by the app user via capture fields.  
   • Update Workflow: Change the status of a request to In Progress or Complete and notify the app user with a prefilled or custom message.
   • Send Email: Send a custom email to the customer relating to the service. A record of the email will be recorded in the request history.
   • View Request History: See history of if actions, updates and changes on the request.
   • Send Invoice: An adhoc invoice can be emailed to the customer for the service. Enter the service description and service amount in the text fields and click Send Invoice. If the service is free and the linked account was not e-commerce enabled, an invoice cannot be sent. See how to create adhoc invoices.
   • Resend Invoice: Resend the original system generated invoice to the app user. This will not resend adhoc invoices.
   • Delete: Delete the request.