Create And Manage Service Request Categories

1. Click on the ‘Settings’ icon on the right side of your screen, adjacent to your profile picture.
2. From the left menu, click ‘Service Activities’
3. Now, click on ‘Service Requests’ from the middle section and then click on ‘Categories’ from the left menu
4. Click on ‘Add New’ from the top right and fill in the requested information
5. Sometimes, you may have a hierarchy in service requests. Eg. cleaning services could be a sub-category of Facility servies and in such cases you may build such relationship using ‘Select Parent Category’.
6. You may select a crew that should be assigned on such service requests, may attach a template/checklist that will request information specific to this category, and then setup the key metrics like first response time, resolution time etc.
7. You can then pick ‘Escalation level’ from the drop-down and define when it should be escalated
8. Then, you may select whom do you want to send reminders if these resolution deadlines are missed.
9. Once done, click on ‘Add’ from the top right

Now, whenever a service request for this category will be created, the selected crew only will have access to it, the assigned template that will be allocated for collecting information related to this category of service request, and chosen escalation matrix will work for it.