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Service Requests

The Service Requests module, available as an add-on in the Moxo client dashboard, is designed to streamline how clients request and receive various types of services. This advanced module allows clients to use a ticketing system to track progress and ensure timely resolution, simplifying the process of requesting specific services from a business.


Usage and Benefits

Service Requests transform the way clients interact with business services by providing an organized and efficient method to:

  • File Service Requests: Clients can easily file requests for specific services, enabling businesses to efficiently kick off processes.
  • Track Request Progress: The module allows both clients and businesses to monitor the status and updates of each service request.
  • Streamline Services: Simplifies the interaction between clients and service teams, enhancing overall service delivery and client satisfaction.



Configuring Service Requests

To enable and manage Service Requests in the client dashboard, administrators can:

  1. Click Configuration at the bottom of the Requests module box in the Client Dashboard page, within the Admin portal.



  2. This opens the Service Requests page under the Modules tab, within the Client Portal tab.
  3. Alternatively, go to Service Requests under Modules.



  4. Here, admins can set up new request types, edit existing ones, and manage how they are handled.

 

Creating and Managing Service Requests

Inside the Service Requests page, admins can view a list of current service requests along with details like description, permissions, and assigned agents. Use the '...' ellipsis icon for options like adding agents, editing the request, or managing permissions.

Admins can also click New Type at the top of the page to create a new request type. 


To create a New Service Request type:

  1. Navigate to the Service Request page.
  2. Click on New Type to create a new request type.
  3. Type the name of the request and provide a brief description based on the type of request you want to create.
  4. Set Permissions and choose who can create and submit new requests:
    • All Clients: All clients can submit requests.
    • Unassigned Clients: Restricted to clients who do not have an assigned team.


  5. Click Next to add agents.
  6. Search and select internal users to act as agents.
  7. Toggle Include All Admins as agents to automatically assign all admins.

  8. Click Create to finalize.

Admins also have a number of options to manage existing request types by editing the request display order, adding agents, editing the type of request, editing permissions for the requests, removing agents, or deleting custom service request types.

 

To change the display order:

  1. Click Edit Display Order to arrange how request types appear.



  2. Drag and drop request types into your preferred order. 
  3. Click Save Changes to confirm.


To add agents to an existing Service Request type:

  1. Click the '...' ellipsis icon to the right of the request.

  2. Then select Add Agents.

  3. A pop out menu will appear on the right. Enter the user(s) you would like to add as
    agents for the request. You can also turn the toggle to 'On' to include all admins as
    agents.
  4. Then select Create.  


To edit an existing Service Request type:

  1. Click the '...' ellipsis icon to the right of the request.
  2. Select Edit Type.



  3. A pop out menu will appear on the right. Here you can edit the request details, such
    as the request type name, description, permissions regarding which clients can access
    the request, and the flow template to be used in this request.
  4. Then click Save Changes.

 

To edit permissions for an existing Service Request:

  1. Click the '...' ellipsis icon to the right of the request type.
  2. Select Edit Permissions.




  3. A pop up will appear. Select who can create and submit new requests from your client
    list - either all clients or only clients who have no assigned team.
  4. Then click Save.

 

To remove agents from a Service Request type: 

  1. Click the '...' ellipses icon to the right of the request type.
  2. Select Remove Agents.
  3. A Pop up menu will appear on the right. Edit assigned agents, either by using the
    search bar or select the check mark to the right of the agent's name you would like to
    remove. 
  4. Then click Remove. 

 

To delete a custom Service Request type, or a non-default request:

  1. Click the ‘...’ ellipsis icon next to the request type. 
  2. Then select Delete Type.
  3. Confirm your choice in the pop-up to delete the request type. 

 

The availability of the Service Requests module depends on the package purchased with Moxo and requires additional configuration to activate.

 

 

Agent-initiated Service Requests

Agents can create and manage service requests on behalf of their clients. Once initiated, clients are notified and can track and act on the requests through the client portal.

 

To initiate a service request as an agent: 

  1. Click on the Service Request icon in the Homepage


  2. Click + New Request.
  3. Fill in the request details:
    • Title*: Enter a title for the service request.
    • Type*: Select the appropriate service request type (configured in the Admin Portal).
    • Client*: Choose the client who you are raising the request for.
    • Description*: Provide details of the client’s request.
    • Attachments (optional): Upload any supporting documents or files, if required.

  4. Once all mandatory fields are completed, click Submit.

 

 

Managing an agent-initiated Service Request

The submitted request will appear under My Open Requests.


 

Here, agents can:

  • View details: Click the request to review queries and information.
  • Download attachments: Use the ‘Download’ icon to access all the attached files.
  • Mark as Complete: Once the request is fulfilled, click Mark as Complete on behalf of the client to mark the request as done.
  • Reassign or Send Back: Click the ‘...’ ellipsis icon to send the request back to the request box or reassign it to another agent.




 

Admins can also leverage the Service Requests List Report to help users track and manage service requests more efficiently. This report provides an easy-to-read view of service requests and their statuses, improving oversight and responsiveness. 

The Service Request List Report requires a separate report setting to be enabled. To get access to this capability, get in touch with your Moxo team. 


Service Requests enhance the benefits of Moxo's flow workspaces by making the process of requesting and managing service incredibly easy for clients. By streamlining processes and reducing the time and back-and-forth traditionally involved, it boosts operational efficiency and client satisfaction. This not only makes service requests smoother for clients but also increases staff productivity.