DaoDesk has flexible settings for working with requests. You can perform basic customization of requests by going from the Administration to the “Requests settings” section:

• Request name at creation (by default) - when creating a request from the system, the “subject” field (request name) will be filled in by default.
• The first reply from the end user at request creation (default value) - when creating a request from the system the “First response from the client” checkbox will be checked by default.
• Send e-mail on creation (default value) - the “send email” checkbox will be checked by default when creating a request from the system.
• Remove quoted text from the e-mail - often a client replying to a customer service employee through e-mail quotes the whole correspondence - as a result, the correspondence inside the request becomes long and unviewable. If you wish, you can activate the function of removing quoted text from the e-mail - then the quoted text will not be included in the request.
• Filter requests by labels with the "AND" condition - when creating a sub-request, the fields of the parent request that are available to the employee creating the sub-request will be copied automatically.
• Collapse subtickets in the list of requests - if this option is enabled, all subtasks in the list of requests will be collapsed by default.
• Automatic blocking of closed requests - automatically blocks making any changes (editing) to requests with the “Done” status after a specified amount of time (integer in hours). To deactivate the function, the value 0 hours must be set. Blocked requests can be unblocked manually or with the help of the dispatcher.

Request ID

By default, the request ID is formed from 3 random letters + 5 random digits. If necessary, you can set your own format of the request - to do this, edit add and delete existing field types. Using the opened constructor you will be able to set your own format:

Statuses

By default, three statuses are created in the system:

• Open;
• In Process;
• Done.

Please note that the Open and Done statuses cannot be deleted, they are service statuses - you can rename them if necessary. Statuses are edited similarly to other settings. As well as for the type, you can set the color for each status. 

Priorities

Priorities are used to sort requests and also to draw the attention of employees to necessary requests. By default, three priorities are created in the system:

• Standard;
• Medium;
• Urgent.

In the priority settings you can change their order, modify them or add a new priority.

Types

Request types are used for additional filtering of requests and are configured similarly to priorities and statuses.

In order for the request type to be displayed on the working panel of the request, it is necessary to set the corresponding access for the user group in the “Groups, access rights” section.

In the “Request tags” subsection you can add labels and then use them in requests for additional classification of incoming requests from clients. To connect the subsection you should set accesses for the required user groups in the “Groups, access rights” section in the “Requests” tab:

• Show Tags - responsible for viewing, includes;
  • Add only existing tags - limits the use of only tags created in the subsection, disables the ability to edit (add new tags).
  • Edit Tags - this setting is responsible for adding new tags and deleting tags: