Picking up Requests
ManageEngine ServiceDesk Plus MSP provides the option of self-pick up of requests that are received in the requests module. If there are unassigned requests in the application, then the technicians can themselves pick up requests. This increases the efficiency in the turnaround time of the IT help desk team as the requests are assigned and answered sooner and waiting time of the request till it is assigned is reduced.
To pick up requests
Click the Requests tab in the header pane. The unassigned requests will be in bold font.
Select the requests you would like to pick up by enabling the check box. Click Pick up button. The selected request will be assigned to you.
Alternatively, you can also pick up requests after viewing the request details. Click the title of the request to open View Request page.
Click Assign tab. Select Pick Up option to pick up the request.