> ## Documentation Index
> Fetch the complete documentation index at: https://superofficeas-bugfix-ty-screen-designer-paradox.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Requests

> Requests is the main feature of SuperOffice Service. This is where you manage requests and enquiries that are in the system. You can also create internal and external requests, respond to incoming enquiries and obtain an overview of the statuses of all requests in the system. Request management requires a Service Essentials license. Some features require a premium plan, see the user plan overview for details.

<div id="subcategory">
  <h1>Requests</h1>

  <p className="description">Requests is the main feature of SuperOffice Service. This is where you manage requests and enquiries that are in the system. You can also create internal and external requests, respond to incoming enquiries and obtain an overview of the statuses of all requests in the system. Request management requires a Service Essentials license. Some features require a premium plan, see the user plan overview for details.</p>

  <Columns cols={3}>
    <Card title="Introduction">
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          <span>Concept</span>
        </div>

        <ul>
          <li><a href="/en/request/learn/index">Introduction to requests</a></li>
          <li><a href="/en/request/admin/status/index">Request status</a></li>
        </ul>
      </div>

      ***

      <div className="linklist">
        <div className="linklist-header">
          <Icon icon="list" />

          <span>How-to guide</span>
        </div>

        <ul>
          <li><a href="/en/request/learn/find">How to find a request</a></li>
          <li><a href="/en/dashboard/learn/show-requests">How to use requests in dashboard tiles</a></li>
        </ul>
      </div>
    </Card>

    <Card title="Request management">
      <div className="linklist">
        <div className="linklist-header">
          <Icon icon="video" />

          <span>Video</span>
        </div>

        <ul>
          <li><a href="https://www.youtube.com/watch?v=2mRyStK5xPs">How to manage customer requests</a></li>
          <li><a href="https://www.youtube.com/watch?v=S4kihuWHZGY">How to register request from incoming call</a></li>
        </ul>
      </div>

      ***

      <div className="linklist">
        <div className="linklist-header">
          <Icon icon="list" />

          <span>How-to guide</span>
        </div>

        <ul>
          <li><a href="/en/request/learn/create">How to create a request</a></li>
          <li><a href="/integrations/mail-link/archive-as-request">How to archive emails as requests</a></li>
          <li><a href="/en/request/learn/accept">Take responsibility for a request</a></li>
          <li><a href="/en/request/learn/reply">How to reply to customers</a></li>
          <li><a href="/en/knowledge-base/learn/email-addresses">How to set up Service mailboxes</a></li>
        </ul>
      </div>
    </Card>

    <Card title="Category, priority, and escalation">
      <div className="linklist">
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          <span>Concept</span>
        </div>

        <ul>
          <li><a href="/en/request/admin/category/index">Request categories</a></li>
          <li><a href="/en/request/admin/priority/index">Priority</a></li>
        </ul>
      </div>

      ***

      <div className="linklist">
        <div className="linklist-header">
          <Icon icon="video" />

          <span>Video</span>
        </div>

        <ul>
          <li><a href="https://www.youtube.com/watch?v=BMfdOQhm6mg">How to set up categories</a></li>
        </ul>
      </div>
    </Card>

    <Card title="Reply templates">
      <div className="linklist">
        <div className="linklist-header">
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          <span>Concept</span>
        </div>

        <ul>
          <li><a href="/en/request/dev/index#reply-templates">Overview</a></li>
        </ul>
      </div>

      ***

      <div className="linklist">
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          <Icon icon="book" />

          <span>Reference</span>
        </div>

        <ul>
          <li><a href="/en/request/admin/system-templates">Default templates</a></li>
          <li><a href="/en/knowledge-base/learn/reply-templates/template-variables">Reply template variables</a></li>
        </ul>
      </div>
    </Card>

    <Card title="UI customization">
      <div className="linklist">
        <div className="linklist-header">
          <Icon icon="compass" />

          <span>Concept</span>
        </div>

        <ul>
          <li><a href="/en/customization/screen-designer/admin/index">Screen Designer</a></li>
          <li><a href="/en/customization/web-panels/admin/index">Web panels</a></li>
          <li><a href="/en/customization/soprotocol/index">SoProtocol</a></li>
          <li><a href="/en/ui/blogic/custom-screens/index">Custom screens (bLogic)</a></li>
          <li><a href="/en/customization/admin/add-items-to-task-menu">Task menu items</a></li>
          <li><a href="/en/custom-objects/index">Custom fields</a></li>
        </ul>
      </div>
    </Card>

    <Card title="Automation">
      <div className="linklist">
        <div className="linklist-header">
          <Icon icon="compass" />

          <span>Concept</span>
        </div>

        <ul>
          <li><a href="/en/automation/index">Overview</a></li>
          <li><a href="/en/automation/trigger/index">Triggers</a></li>
          <li><a href="/en/automation/event-model/mailbox-before-save">Mailbox before save event</a></li>
          <li><a href="/en/automation/event-model/mailbox-after-save">Mailbox after save event</a></li>
          <li><a href="/en/automation/event-model/saving-a-request">Saving a request event</a></li>
        </ul>
      </div>

      ***

      <div className="linklist">
        <div className="linklist-header">
          <Icon icon="book" />

          <span>Reference</span>
        </div>

        <ul>
          <li><a href="/en/automation/webhook/reference/ticket-events">Webhooks - ticket events</a></li>
          <li><a href="/integrations/zapier/index">Zapier</a></li>
        </ul>
      </div>
    </Card>

    <Card title="CRMScript">
      <div className="linklist">
        <div className="linklist-header">
          <Icon icon="compass" />

          <span>Concept</span>
        </div>

        <ul>
          <li><a href="/en/automation/crmscript/howto/request/index">Overview</a></li>
        </ul>
      </div>

      ***

      <div className="linklist">
        <div className="linklist-header">
          <Icon icon="list" />

          <span>How-to guide</span>
        </div>

        <ul>
          <li><a href="/en/automation/crmscript/howto/request/create">Create ticket</a></li>
          <li><a href="/en/automation/crmscript/howto/request/add-message">Add or update message</a></li>
          <li><a href="/en/automation/crmscript/howto/request/accept">Accept</a></li>
          <li><a href="/en/automation/crmscript/howto/request/reply">Reply</a></li>
          <li><a href="/en/automation/crmscript/howto/request/delegate">Delegate</a></li>
          <li><a href="/en/automation/crmscript/howto/request/escalate">Escalate</a></li>
          <li><a href="/en/automation/crmscript/howto/request/split-merge">Split and merge</a></li>
        </ul>
      </div>
    </Card>

    <Card title="API">
      <div className="linklist">
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          <Icon icon="compass" />

          <span>Concept</span>
        </div>

        <ul>
          <li><a href="/en/request/dev/index">Working with requests in API</a></li>
        </ul>
      </div>

      ***

      <div className="linklist">
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          <Icon icon="book" />

          <span>Reference</span>
        </div>

        <ul>
          <li><a href="/en/api/reference/restful/rest/Ticket/index">REST</a></li>
          <li><a href="/en/api/reference/soap/Services88/Ticket/index">SOAP (services88)</a></li>
          <li><a href="/en/api/reference/soap/customer-service/ports/ticket/index">SOAP (ticket port)</a></li>
        </ul>
      </div>
    </Card>

    <Card title="Database tables">
      <div className="linklist">
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          <span>Reference</span>
        </div>

        <ul>
          <li><a href="/en/database/tables/ticket">Ticket</a></li>
          <li><a href="/en/database/tables/ticket-type">Ticket type</a></li>
          <li><a href="/en/database/tables/ticket-status">Ticket status</a></li>
          <li><a href="/en/database/tables/ticket-priority">Ticket priority</a></li>
          <li><a href="/en/database/tables/reply-template">Reply template</a></li>
          <li><a href="/en/database/tables/ej-message">Message</a></li>
          <li><a href="/en/database/tables/contact">Contact</a></li>
          <li><a href="/en/database/tables/person">Person</a></li>
          <li><a href="/en/database/tables/form-submission">Form submission</a></li>
        </ul>
      </div>
    </Card>
  </Columns>
</div>