Request settings (priorities, statuses, types, etc.)

EddyDesk system has flexible settings for working with requests. You can change basic settings of requests in "Management" -> "Request settings".


Access to the menu and its submenus for user group can be changed in "Group access rights" module.


The module includes:

  • Main:
    • Request name at creation (by default) - the specified subject field will be filled by default when creating a request;
    • The first reply from the end user at request creation (default value) - the default checkbox will be set  when creating a request;
    • Remove quoted text from the email - Often a client replies to agent and quotes the entire correspondence via e-mail. As a result, the correspondence inside the request becomes long and not viewable. If you want, you can activate the function of deleting the quoted text from the email, then the quoted text will not appear in the request. Please note, if the client will reply to the quoted text (for example, writes his comment to your answer), then it will not appear in the system and will be deleted as quoted.
    • Accept requests from a request form -  the support portal has activated the possibility to accept requests using the form without authorization. It also affects the display of the feedback form of the Support Widget, which is located in the section "Widgets":


    • Customer satisfaction rating - enables customer satisfaction function and displays the feedback buttons in the request work panel. It will be possible for agent to send a request of customer satisfaction to a client manually, as well as to see the client's rating and comment when pointing at the rating in a request. This button is also available to the client inside the request after authorization in the system.

    • Copy the available fields of the request from the parent one to the subrequest - when creating a subrequest, the fields of the parent request (that are available to the user who is creating the subrequest) will be copied automatically.;
    • Prohibit changing a feedback on a public page -  it won't allow to change a feedback on a public page, only when authorizing in the system. This function has no effect on the first feedback from the public page. If the customer clicks the link in the feedback request letter again, they will not be able to change the feedback already posted;
    • Automatically request customer satisfaction rating - sends the " Request customer satisfaction rating" notification (located in the "Notifications" section) after a set number of hours. This feature will only work when the checkbox "Customer satisfaction rating" is enabled. To disable it, it should be set to 0 hours;
    • Automatic blocking of closed requests - automatically blocks any changes (editing) in requests with the "Done" status after a specified number of hours. Thus, if a user replies to a сlosed request that is blocked, a new request will be created. If the request is not blocked, then the reply will reopen the request. To disable the function, set the value to 0 hours. Blocked requests can be unblocked only manually.
  • Request ID;
  • Statuses;
  • Priorities;
  • Types;
  • Request tags;
  • UTM tags.


By default, the request ID is formed of 3 random letters + 5 random digits. If necessary, you can set your own format of the request - to do it, edit add and delete the existing field types. Using the opened constructor you can set your own format. For example ABC + order number. 


By default, there are three statuses in the system:

  • Open;
  • In progress;
  • Closed.

Please note that Open and Closed statuses cannot be deleted, they are service statuses  If necessary, you can rename them.


Statuses are edited in the same way as the other settings. Just like for the type, you can set a color for each status. 


Priorities are used for sorting requests, as well as to draw attention of agents to necessary requests. Three priorities are created in the system by default:

  • Standard;
  • Medium;
  • Very urgent.

In the priority settings, you can change the order of priorities, change them or add a new - necessary priority. Note that you can set a color for each priority, so your agents can better navigate through the requests.


Request types are used for additional filtration of requests.

In order to display the type of a request in the working panel of the request, you should set the following access for the user group in the "Group access rights" menu:



In order to display the type as a column in the list of requests you need to add or change one of the columns in the "Requests" section:


In the "Requests tags" subsection you can add tags and then use them in requests for additional classification of requests coming from end users.

In order to connect the subsection, set accesses for the necessary user groups in the "Group access rights" module.

  • Show tags - responsible for displaying tags, includes;
    • Add only existing tags - also disables the ability to edit them (and add new tags).
    • Edit tags - responsible for adding new tags and deleting old ones.


Example of working with tags in request:

UTM tags - parameter which is added to URL. It is a code fragment and consists of name and value. It is required for tracking the effectiveness of advertising companies by obtaining information about where the user came from. UTM tag consists of the following fields:

  1. Label - utm_source=fb123; utm_source=fb123&utm_country=en;
  2. Channel - social networks can have several channels, therefore, you can add your own tag to each channel.