Raise a request on behalf of a customer

In Customer Service Management, requests can be raised by your customers or by your support agents on behalf of customers. No matter how a request is raised, it becomes a work item in a space for your team to action.

Raise a request from your Customer Service Management space

1. In the top navigation, select Create.

2. Select a Customer Service Management Space, then select the appropriate Work type.

3. Add any relevant Attachments (optional), and enter a Summary and Description.

4. In the Reporter field, enter the customer’s name or email address.

5. Fill in any other required fields.

6. Select Create.

By default, requests created directly in your space are only visible internally to your team. You can make them visible to your customer on the support website by selecting the relevant customer experience on the work item.

Make a work item visible on the support website

To make a space-created or imported work item visible to a customer under My requests on a support website:

1. Open the work item in your Customer Service Management Space.

2. In the work item details panel, locate the Customer experience field.

3. Select the customer experience associated with the support website you want the work item to be visible on.