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Service requests overview

Service requests overview

Work the service ticket queue — open, prioritise, and resolve requests, and reply to customers in one conversation thread.

Reviewed OperatorVertiqa 1.54+

Service requests are tickets — the support and help-desk work your team resolves for a customer. The Service Requests workspace is where those tickets are queued, prioritised, worked, and resolved, with the full customer conversation kept on the ticket itself.

Service is a Full mode workspace today. Ticket triage in Simple mode is a planned follow-up, so the controls below appear in Full mode.

The queue

Open Service → Requests (/service/requests) to see every ticket.

  • Status — Open, In progress, Resolved, Closed, or Cancelled.
  • Priority — Low, Normal, High, or Urgent. The list sorts by severity, not alphabetically.
  • Follow-up — filter by the follow-up indicator to surface tickets that need attention.

Where tickets come from

A service request can start in two ways:

  1. From an intake form — a published conversion page with Create service tickets turned on opens a ticket automatically from each submission. See Turn a form into a help-desk intake.
  2. From an inbound inquiry — a captured inquiry (email, page, or message) is converted into a ticket so the request is worked in the service queue instead of the sales pipeline.

Either way, the original message is captured first, so nothing is lost if the ticket is created from it a moment later.

Working a ticket

Open a ticket (/service/requests/[id]) to find:

  • Details — priority, target resolution date, and the request description.
  • Lifecycle — move the ticket through its statuses (open → in progress → resolved → closed) using the transition controls.
  • Conversation — the customer ↔ agent thread. Read inbound messages and reply to the customer inline. See Reply to a customer on a ticket.
  • Notes — internal notes that stay on the ticket and are not sent to the customer.
  • Attached Documents — files linked to the request.

Use Edit to change the title, description, priority, or target resolution. Editing and replying require service-request write permission.

Tips

  • Set priority honestly. Urgent should mean urgent — the queue sorts on it.
  • Keep customer-facing replies in Conversation and team-only context in Notes. Notes are never delivered to the customer.
  • Resolve, then close. Resolved signals the work is done; closed retires the ticket from active queues.
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