Create a request manually

Not every customer uses your request form. Add requests yourself when a customer reaches you by phone, chat, social media, or in person, so every issue is tracked in one place.

Add a request

1. In the admin portal, select Requests.

2. Make sure the correct team is active. The request is added to this team.

3. Select Add request.

4. Fill in the details:

• Customer/contact: search by first name, last name, or email, or select Create new contact

• Request type: Bug report, Help, Feature request, or Feedback

• Severity: Low, Medium, High, or Critical

• Summary: a short description of the request

1. Save the request.

The request appears in the Requests list with the status New.

Create a contact while adding a request

If the customer isn't in Supahelp yet:

1. In Customer/contact, select Create new contact.

2. Enter their First name, Last name, and Email address.

3. Save the contact. It's linked to the request automatically.

If another contact already uses that email address, you'll see a warning so you can pick the existing contact instead.

After creating the request

• Assign it to the right person.

• Add internal comments with anything the customer told you.

• Email the customer from the request to confirm you've logged it, if email support is set up.

Tips

• Use the customer's own words in the summary so the request is easy to search later.

• Log requests as soon as possible after the conversation, while details are fresh.