Change the status of a request, and see or change who else is on it.
What you can do here depends on how your support team has set up its service space, so not every option appears on every request.
Change the Status of a Request
If your support team lets you, you can move a request on yourself, for example to resolve it once your problem is solved, or to cancel it.
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Open the request.
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Click the Change status button next to the status at the top.
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Pick an action from the list.
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Add a comment if you want to, then click Confirm.
The actions come from your support team's workflow, so their names and number vary from request to request. If you see no Change status button, the request has no action you can take right now.
See Who Is on a Request
In the line under the summary, after the request key and the time of the last update, the widget shows how many people are on the request, for example 2 participants. Click it to see who they are. The person who raised the request is labeled Creator.
Everyone on the list can read the request, reply to it, and gets notified about it.
Add People to a Request
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Click the number of participants.
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In Add people by name or email, type a name or an email address.
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Pick the person from the list, or click Add by email address.
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Click Add.
You can add only people who are already customers of your support team. If the widget cannot find an email address, it says Could not find followed by the address. Leave a comment on this request asking the support team to add the person.
If there is no field to add people, adding people is not available on this request. Leave a comment asking the support team to add them for you.
People you add see the request in their own list in the widget, and get notified about it.
Remove People from a Request
Click the number of participants, then click the remove button next to a person's name. The person who raised the request cannot be removed.
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