Requests from the Live Chats workspace receive the Pending classification status if no routing rules are configured for them. Such requests contain only the subject, message text, and any attached files. Before assigning a request to an operator, it must be classified: specify the request type, service, responsible operator, and priority.
The standard time limit for classifying a request is defined by the system administrator administrator in the Service Desk Settings directory.
To classify a request:
- Open the request page and click the Classify button on the top panel
- In the window that opens, enter the main request details.
The fields in this window are the same as those used when creating a new request. For more information, see Create a request.
Please note that , The Responsible field is filled in automatically if a responsible operator is assigned is assigned to the selected service. If multiple operators are assigned, the system will select the one with the fewest active requests.
- Click Save.
If an operator was assigned during classification, the request will move to the Accepted status. If no operator was assigned, it will receive the New status.
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