Creating Your First Request

Learn how to create and submit a support request (ticket) in DZDESK.

Before You Begin

Ensure you have:

• Logged in to DZDESK
• Agent or Admin role (Viewers cannot create requests)

Creating a New Request

Step 1: Navigate to Requests

From the main dashboard:

1. Click "Requests" in the left navigation menu
2. Click the "New Request" button in the top-right corner

Step 2: Fill in Request Details

Complete the request form with the following information:

Required Fields

Field	Description
Title	Brief summary of the issue (e.g., "Cannot access email")
Description	Detailed explanation of the problem
Priority	Urgency level: Critical, High, Medium, or Low
Category	Type of issue: Hardware, Software, Network, etc.

Optional Fields

Field	Description
Assigned Group	Team responsible for handling the request
Assigned Agent	Specific person to handle the request
Tags	Labels for organizing and filtering requests

Step 3: Add Attachments (Optional)

To include files with your request:

1. Click "Add Attachment" or drag files to the attachment area
2. Supported file types: Images, Documents, PDFs, Logs
3. Maximum file size: 25 MB per file
4. You can add multiple attachments

Step 4: Submit the Request

1. Review all entered information
2. Click "Create Request"
3. You'll be redirected to the request detail page
4. A confirmation message confirms successful creation

Understanding Priority Levels

Choose the appropriate priority based on impact:

Priority	Use When	Typical Response
Critical	Complete system outage, data loss risk	Immediate attention
High	Major feature broken, many users affected	Within hours
Medium	Standard issues, workaround available	Within business day
Low	Minor issues, questions, enhancements	As resources allow

AI-Assisted Request Creation

DZDESK uses AI to help streamline request creation:

• Auto-Classification: The system may suggest a category based on your description
• Similar Requests: You may see similar past requests that could help
• Suggested Priority: AI may recommend a priority level based on keywords

You can accept or modify any AI suggestions.

Request Workflow

After submission, your request follows this workflow:

Created → Assigned → In Progress → Resolved → Closed

Status Meanings

Status	Description
Open	Request created, awaiting assignment
Assigned	Agent has been assigned
In Progress	Agent is actively working on it
Pending	Waiting for information or external action
Resolved	Solution provided, awaiting confirmation
Closed	Request completed

Tracking Your Request

From the Dashboard

• Your recent requests appear on the dashboard
• Click any request to view its details

From the Requests List

1. Navigate to Requests in the left menu
2. Use filters to find your request:
   • Filter by status
   • Filter by date range
   • Search by title or ID

Request Detail Page

On the request detail page, you can:

• View the full request history
• See all activities and updates
• Add comments or additional information
• View attached files
• Check SLA status and deadlines

Adding Information to Existing Requests

To update a request after creation:

1. Open the request detail page
2. Scroll to the Activity section
3. Add a comment with new information
4. Click "Add Comment"

The assigned agent will be notified of your update.

Best Practices

Writing Effective Titles

Good titles:

• "Outlook crashes when opening attachments"
• "New employee needs laptop setup"
• "VPN connection fails from home office"

Avoid:

• "Help!"
• "Problem"
• "Something is broken"

Writing Detailed Descriptions

Include:

• What you were trying to do
• What happened instead
• Any error messages (exact text or screenshot)
• Steps to reproduce the issue
• When the issue started
• What you've already tried

Choosing the Right Priority

• Be honest about urgency
• Consider business impact, not personal preference
• Critical should be reserved for true emergencies
• When in doubt, choose Medium

Next Steps

• Understanding the Dashboard - Navigate the interface
• IT Team Onboarding - For new IT team members