Introduction to Requests

A request is any incident reported by the user or a service requested to the managed service provider (MSP). A request is typically submitted through an email, a web form in the Requester Portal, or logged by the customer support team on behalf of the user.

In Service Desk Plus MSP Cloud, technicians can track the requests raised under the Requests module. MSPs can track each customer's requests separately by selecting the customer from the drop-down in the application header.

In the Requests module, a request can either be an incident request or service request, which can both be tracked in the request list view.  

You can also manage, organize, merge, create tasks for, link, and assign requests to technicians in the Requests module.

You can also associate requests with problems, changes, projects, releases, etc.

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