Requests

Requests is the main feature of SuperOffice Service. This is where you manage requests and enquiries that are in the system. You can also create internal and external requests, respond to incoming enquiries and obtain an overview of the statuses of all requests in the system. Request management requires a Service Essentials license. Some features require a premium plan, see the user plan overview for details.

library_books
User guide

reference

library_books
Template variables

reference

explore
Reply templates

concept

library_books
Ticket database table

reference

Learn the essentials

  • schoolRequest management
  • schoolHow to reply to customers
  • schoolStep-by-step request handling
  • schoolHow to archive emails as requests

Videos

  • video_libraryHow to manage customer requests
  • video_libraryHow to register contact in Service
  • video_libraryHow to set up categories
  • video_libraryHow to register request from incoming call

Configuration options

  • library_booksUser preferences
  • listCategory
  • listPriority
  • listRequest status
  • listEmail
  • listSOAP ports

UI options

  • mapWeb panels
  • exploreSoProtocol
  • listSystem design
  • library_booksbLogic messages
  • library_booksbLogic select message
  • library_booksbLogic select reply template
  • library_booksbLogic ticket status
  • library_booksbLogic select ticket status
  • library_booksbLogic select request status

Data options

  • mapCustom fields
  • video_libraryHow to add user-defined fields

Actions options

  • mapOverview
  • exploreTriggers
  • exploreMailbox before save event
  • exploreMailbox after save event
  • exploreSaving a request event
  • library_booksWebhooks - ticket events
  • library_booksZapier

API options

  • exploreCRMScript
  • library_booksREST
  • library_booksSOAP (services88)
  • library_booksSOAP (ticket port)

Database options

  • library_booksTicket table
  • library_booksTicket type table
  • library_booksTicket status table
  • library_booksTicket priority table
  • library_booksReply template table
  • library_booksMessage table
  • library_booksContact table
  • library_booksPerson table
  • library_booksEjUser table
  • library_booksEjCategory table
  • library_booksForm submission table
 
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