Creating a Support Request

Owned by Megan Storie
Last updated: Apr 11, 2024 by Megan Storie
2 min read

Creating support requests in HelpDesk+ for Teams can be done through various methods. Here's a step-by-step guide on how to initiate a support request using different approaches:

Use the Create Request message action

  1. From any chat, select a message you want to turn into a support request.

  2. Click image-20240228-201521.png.

  3. Select Create Request. You may need to click More Actions > at the bottom.

a screenshot from Microsoft Teams showing the Create Request option for HelpDesk

Chat with the Bot

  1. Go to the HelpDesk+ channel in Teams.

  2. Enter create request and send it.

  3. Select from the suggested support requests or select Not seeing the ticket you need?

Create request text

  • Alternatively, you can enter your request, and the bot will find the relevant request type.

  • Example: typing ‘I need help with a password reset’ might suggest Get IT Help, while 'Could I get a new iPhone?' could display Request new Mobile Device.

  • Once you click the suggested request type, your question will automatically become the summary of the new request.

 

 

Use the Create Request button in the header

From the HelpDesk+ channel in Teams, click Create a Request in the header. You may need to click the 4 more drop-down to access this option.

Use the Create Request option from the message field

  1. Clickimage-20240229-151800.pngbelow the message field in Teams.

  2. Click HelpDesk+.

  3. Click Create Request.

Alternatively, you can search for a support request type or just type support and select from the options presented.

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