Create Service Request

Enterprise ITs' Copilot enables users to efficiently manage Service Requests by allowing them to log new requests, update, escalate, or enquire about existing ones. Using Natural Language Processing, Copilot understands user commands and inputs, automating the creation and modification of tickets.

You can escalate critical tickets to higher support levels and set reminders for follow-ups. This will ensure timely resolution and streamlined service management. This capability enhances user experience and operational efficiency by reducing manual effort and speeding up response times.

Applicable Channels: Web, MS Teams

Create Service Request

You can log Service Requests for any issue that you are facing through Copilot in just a few clicks. Once you provide the input to Copilot, it displays related Knowledge Articles for self help. It also displays the related Service Catalogs. Once you select the Service Catalog, Copilot asks to provide necessary information to create a Service Request.

To create a Service Request, perform the following steps:

1. Click Copilot icon on the bottom right corner of the screen. Refer the below screenshot:
   Figure: Copilot icon

2. A chat window opens up. Provide input in the chat window about the issue that you are facing and want to create a Service Request for the same. For example, 'log a Service Request for VPN issue'.

3. Copilot asks to provide details regarding the issue:Figure: Create Service Request

4. Once you provide all the required information, Copilot will log a Service Request. It displays a message for the same along with a link that redirects to the Service Request details page. Refer the below sample screenshot:
   Figure: SR created