Requests & Workflows

Requests (tickets) are the core of DZDESK. This guide covers how to create, manage, and track support requests through their lifecycle.

What is a Request?

A request represents a support ticket or service request submitted to your IT team. Each request contains:

• Title: Brief summary of the issue
• Description: Detailed explanation
• Priority: Urgency level (Critical, High, Medium, Low)
• Category: Type of issue (Hardware, Software, Network, etc.)
• Status: Current state in the workflow
• Assigned Agent: Person responsible for resolution
• Assigned Group: Team handling the request

Request Lifecycle

Standard Workflow

┌────────┐    ┌──────────┐    ┌─────────────┐    ┌──────────┐    ┌────────┐
│  Open  │ → │ Assigned │ → │ In Progress │ → │ Resolved │ → │ Closed │
└────────┘    └──────────┘    └─────────────┘    └──────────┘    └────────┘
     │                              │
     │                              ↓
     │                        ┌──────────┐
     └───────────────────────→│ Pending  │
                              └──────────┘

Status Definitions

Status	Description	SLA Impact
Open	New request, awaiting assignment	SLA timer starts
Assigned	Agent assigned, work not started	SLA continues
In Progress	Agent actively working	SLA continues
Pending	Waiting for external input	SLA may pause*
Resolved	Solution provided	SLA stops
Closed	Request completed	SLA finalized

*SLA pause depends on your organization's configuration.

Creating Requests

Required Information

Field	Description	Example
Title	Clear, concise summary	"Outlook crashes on startup"
Description	Detailed problem statement	Steps to reproduce, error messages
Priority	Business impact level	Critical, High, Medium, Low
Category	Issue classification	Hardware, Software, Network

Optional Information

• Assigned Group: Route to specific team
• Assigned Agent: Direct assignment
• Tags: Custom labels for filtering
• Attachments: Screenshots, logs, documents

AI-Assisted Creation

When creating requests, DZDESK's AI can:

• Suggest categories based on description
• Recommend priority levels
• Identify similar past requests
• Auto-fill common fields

Managing Requests

Assignment

Requests can be assigned:

1. Manually: Select agent from dropdown
2. To Group: Assign to team queue
3. Self-Assignment: Agents claim from queue
4. Auto-Assignment: Based on rules (future feature)

Status Updates

To update a request status:

1. Open the request detail page
2. Click the Status dropdown
3. Select the new status
4. Add a comment explaining the change (recommended)

Adding Comments

Comments maintain a complete history:

• Internal Notes: Visible only to agents
• Public Comments: Visible to all parties
• System Comments: Auto-generated for status changes

File Attachments

Attach files to requests:

• Maximum file size: 25 MB per file
• Supported types: Images, Documents, PDFs, Logs
• Multiple attachments allowed
• Attachments are virus-scanned

Request Views

My Requests

Shows requests assigned to you:

• Active requests you're working on
• Recently resolved requests
• Pending requests awaiting response

Group Queue

Shows requests for your groups:

• Unassigned requests to claim
• All requests in your group
• Workload distribution

All Requests (Admin)

Administrators see:

• All requests in the tenant
• Cross-group visibility
• Advanced filtering options

Filtering and Search

Quick Filters

Filter	Options
Status	Open, Assigned, In Progress, Pending, Resolved, Closed
Priority	Critical, High, Medium, Low
Category	Hardware, Software, Network, etc.
Assigned To	Specific agent or Unassigned
Date Range	Created, Updated, or Due date

Advanced Search

Search across:

• Request title and description
• Comments and notes
• Attachment names
• Custom fields

Saved Views

Create custom views:

1. Apply your filters
2. Click Save View
3. Name your view
4. Access from Views dropdown

Request Actions

Reassignment

Transfer requests between:

• Agents within same group
• Different groups
• Different priority levels

Escalation

Escalate requests by:

• Increasing priority
• Reassigning to senior agents
• Moving to specialized groups

Merging Requests

Combine duplicate requests:

1. Identify the primary request
2. Select duplicate requests
3. Merge into primary
4. Duplicates are closed with reference

Splitting Requests

Create child requests from parent:

• Break complex issues into tasks
• Track sub-issues separately
• Maintain parent-child relationship

SLA Integration

Each request is tracked against SLA targets:

• Response Time: Time to first agent response
• Resolution Time: Time to resolve the request
• SLA Tier: Determined by priority and category

Visual indicators show SLA status:

• 🟢 Green: On track
• 🟡 Yellow: At risk
• 🔴 Red: Breached

Notifications

Request-related notifications:

• New assignment notifications
• Status change alerts
• Comment notifications
• SLA warning alerts
• Escalation notices

Best Practices

For Requesters

1. Write clear, descriptive titles
2. Include all relevant details
3. Attach screenshots for visual issues
4. Set appropriate priority (not everything is Critical!)
5. Respond promptly to agent questions

For Agents

1. Acknowledge requests promptly
2. Update status as you progress
3. Document all actions taken
4. Communicate clearly with requesters
5. Don't let requests sit in Pending too long

For Managers

1. Monitor unassigned queue regularly
2. Balance workload across team
3. Review SLA compliance
4. Identify recurring issues
5. Use reports for capacity planning

Related Topics

• SLA Management - Understanding SLA policies
• User Roles & Permissions - Access control
• Groups & Teams - Team organization