Service Requests: Creating & Updating Requests Video Guide


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Learning Objectives:

1. Recall how to access and search the knowledge base.

2. Summarize how to create a new service request.

3. Explain how to add updates and close a service request.



Video Script

Welcome to the Service Requests: Creating & Updating Requests overview. In this video we will demonstrate how to access the knowledge base, add a new service request, and update and close a service request. 

To get started, select Service Requests from the main menu. This will open the service requests page where you can create, search, update, and close services requests. 

Service requests are grouped by completion status. Open service requests have not been addressed by building administrators, Pending service requests have been viewed and are in the process of being resolved, and Closed service requests have been completed and closed. You can see a snapshot of the total number of service requests in each category across the top of the page.

To search the service requests list, use the search bar at the top of the page. Here you can conduct an all-text search using keywords, names, unit numbers, or service request types. You can also filter the service requests list by assigned team member, service request status, payment status, and service request type. Residents can search and filter their service request list using the same categories other than assigned team member.

If enabled, residents can also view service request FAQs by selecting, Access Knowledge Base. Featured topics will appear as tiles on the landing page, and you can use the search bar at the top of the page to conduct an all-text search for additional content. Creating a Knowledge Base can help minimize the amount of service requests your building receives. 

To create a service request on behalf of a resident, select Add New Service Request. Then, select the request type from the drop-down menu. You will now see a text box with instructions or further information about the request type. If the request type does not allow service requests, like broken appliances, an explanation will be provided in the text box. 

Next, enter the name or unit number of the resident and select their name from the drop-down menu. As a building administrator you can then assign the service request to a specific team member. And, if appliable, select when you would like a reminder email sent to the assigned team member. Residents will not see the Requested by, Assign to, or Send Reminder After fields on their service request form. 

Next, enter a subject line for the service request. Then, enter a detailed description of the service request. If the request type has an assigned fee, like a door lock replacement, it will be listed after the detailed description section.

Then, determine if permission to enter the unit is required. This field can be enabled or disabled on the service requests setup page which will be covered in-depth in subsequent training videos.

Next, upload any relevant files to the service request.  If applicable, you may see additional fields specific to the request type. Enter the appropriate information. Once completed, click Send. 

You will now see the service request on the open service requests list. An email notification will then be sent to the assigned team member informing them of the service request. If you did not assign a specific team member, the email notification will go to the property manager. 

To respond to the service request, either click the link in the email notification or navigate to the open service requests list and select the appropriate service request.

With either option, you will then see the details of the service request, if applicable, the service request timer, and the service request updates section. 

The only details you can revise from the original service requests are the service request subject line and service request type. To do so, select the Edit icon, make your revisions, and click Save. 

If enabled, an hourglass will display beside the service request details indicating how much time you have to respond to the service request. After the initial response, the timeframe will change to how much time you have to resolve the request. These timeframes are set as part of the service level agreement on the service requests setup page. This will be covered in-depth in subsequent training videos. 

To change the status of a service request, you must add an update. Begin by selecting if you want the update to be public, meaning the resident will receive a notification, or internal meaning only the property manager or assigned team members will receive the update.

Then, enter an update in the update comment box. If enabled, you can insert an automated response by selecting Use a Macro. Select the appropriate Macro from the list and if required, add any additional information to the update. You can create Macros on the service requests setup page which is covered in-depth in subsequent training videos. Then, if applicable, attach any additional files to the service request. 

Next, you can assign additional team members or remove current team members from the service request. And if applicable, revise the status of the permission to enter box. Ensure permission is granted by the resident before changing this field.

Once completed, pick the appropriate completion status for the service request: Save as Open, Save as Closed or Save as Pending and select the reminder date. You will now see the service request update at the bottom of the review page and the service request will be moved to the appropriate category on the service requests page.

To print a copy of a service request, select the service request from the service request list and click Print. This will download a PDF copy of the service request, as well as any updates, to your device.

This concludes the Service Requests: Creating & Updating Requests overview. For more information on the service requests feature, please refer to our user guide.

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