Customer Service Natures of Request
Learn how to enter natures of request, which are categories of tickets
Overview
Natures of Request establishing effective ticket classifications. These classifications are integral in shaping workflow, business rules, and generating detailed reports, KPIs, and metrics.
Preparation
Before configuring, ensure Service Groups are established as each Nature of Request must be linked to a specific Service Group.
Also, it is important to map out your plan for the Natures of Request that are appropriate for any Service Desk. Natures of Request or heirarchical, and while you can have unlimited subclassifications for each Nature of Request, consider the time it takes for agents to navigate through them. Strive for a balance between detailed reporting and quick ticket handling.
Disabling vs. Deleting Classifications
- Disabling Outdated Classifications: If a Nature of Request becomes redundant, it can be disabled to remove it from active selection menus, while keeping its historical data intact in existing tickets and reports.
- Deletion Criteria: Natures of Request without any linked data can be deleted, but those with historical data can only be disabled.
Setting Up New Natures of Request
- Creation: Input new Nature of Request names, which can be multiple and separated by commas.
- Service Group Assignment: Assign a Service Group for straightforward natures of request. Skip this if you plan to add subclassifications.
Adding Subclassifications
- Adding Initial Subclassifications: Input subclassification names, assign a Service Group, and link them to the main Nature of Request.
- Nested Subclassifications: Follow similar steps to add subclassifications to existing ones, further refining the classification process.
Once configured, review the Natures of Request when creating a ticket.