# Requests

> [HTML Version](applications.html)

In the **Service Desk **solution, employees handle customer requests, which are registered in the system as requests. 

Requests can be submitted to the **ServiceDesk** in three ways:

1. An operator [creates a request](add-request.md) manually on the [main page](servicedesk-main-page.md) or in the **Requests** app of the **ServiceDesk** workspace.

2. A customer [submits a request ](add-request-from-the-portal.md)themselves via the[ external portal](service-desk-portal.md) using the **+Request** button.

3. A customer sends a request to a [live chat](chat_lines.md). In this case, the request is automatically registered in the system through preconfigured business processes.  
To automatically register requests via business processes, you need to additionally configure the live chat. For more details, see  [Set up channels for receiving requests](set-channels-for-receiving-requests.md#line-settings). 

Request are stored in the **Requests** app within the **ServiceDesk** solution.

By default, all registered requests are displayed in the app as a  [table](360009923311.md#table), containing key information about the request: priority, subject, applicant, topic, status, assignee, etc.

**(requests_1.png)**



In the [table settings](360009923311.md#table_settings), you can select which item properties to display and configure data sorting options.  

Requests can also be displayed as [tiles](360009923311.md#tiles) or a [Kanban board](360009923311.md#kanban_board), which provides a clearer visual of each request's status.

Using the hierarchical app configured within the **Requests **app, items are organized into folders:

- **All Items**.

- **Internal**. Displays requests from company employees.

- **External**. Displays requests from clients.

- **Service Requests**.

- **Incidents**. Requests related to a specific issue. These are classified into the following categories: **Security issues**, **Access issues**, **Programmatic issues**, **Network issues**, **Hardware issues**.

The [administrator](360006871932.md#administrators) can create a different set of folders, for example, to filter requests by priority.

A request can be placed in a specific folder when creating or editing the item.

## Request status 

During the creation and processing of a request, it's status changes: 

- **New**. The request has been created but not yet assigned to an operator.

- **Pending classification**. This status is automatically assigned to requests created via the [Live Chats](chat_lines.md) workspace. These requests forms only contain the subject, message text, and attached files. All other required information must be filled in manually: ticket type, service, priority, etc.;  

- **Accepted**. The request has been assigned to an operator. 

- **Pending approval**. A request receives this status if the operator has sent it for approval to a responsible person, such as a department head.

- **In progress**. The operator has started working on the request. 

- **On hold**. ** ** Work on the ticket has been manually paused, for example, if the operator is waiting for a reply from the applicant. This status is also used when the work is completed and the system is awaiting feedback from the applicant.  

- **Completed**. ** **The operator has resolved the issue and marked the request as completed.

- **Closed**. ** ** A solution has been provided, and the customer has received a response.

- **Canceled. **A status assigned to canceled requests, for example, when work on the request is not required or the request was created by mistake.

In addition to these standard statuses, you can add custom ones. You can also enable manual status changes from the ticket form. Please contact your [system administrator](360006871932.md#administrators) to enable this option. For more details, see [Status field](360009920611.md). 

## Request priority 

Priority is marked by color:

- **(clip0281.png)** — Critical.

- **(clip0282.png)** — High.

- **(clip0283.png)** — Medium.

- **(clip0284.png)** — Low.

When a new request is created, its priority can be set automatically. To do that, set the prioritization rules in the [Prioritization](servicedesk-catalogs.md#prioritizing) app.

## Request search

At the top of the **Requests** app, there is a search bar that allows you to quickly find a request by its title.

To filter tickets, you can use request-related data such as priority, status, tag, assignee, etc. To do this, click the (Pipeline_icon.PNG), icon, specify the parameters, and click the **Search** button.

For more details on how to use the search feature, see [Search and filters](360009669952.md).