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Service Request

Service Requests in Desktell​

  • Desktell enables hotels, villas, and resorts to efficiently manage guest service requests, such as maintenance issues or complaints, by allowing guests to raise them directly through the Guest Service Portal, ensuring timely support and an improved stay experience.

Service Requests Settings​

  • Customize how the Service Requests feature appears on the Guest Service Portal. Set display preferences, define request types, and configure SLAs to streamline issue reporting and ensure quick resolution for an improved guest experience.

How to update the Service Request Settings ?​

  1. Navigate to your workspace

    • Log in to your desktell account using proper credentials.
    • Click on your workspace link to enter the workspace.

  2. Navigate to the Customize CSP

    • Click on the Administration tab in the top navigation bar.

    • In the Administration section, click on the Customize CSP tab in the side navigation bar.

    • In the Desktell CSP, navigate to the Settings tab under the SERVICE REQUEST label.

    • Update the Service Request Settings by filling in the necessary details:

      1. Display Name: Give a suitable name for the service request tile visible in the room service portal.
      2. Display Description: Give a short description for the service request tile.
      3. Service Request Types: Provide the types of service requests, separated by semicolons ";" (e.g. Maintenance; Complaint; ...)
      4. Display Order: Provide the display order number at which the tile will be visible in the portal.
      5. SLA (Service Level Agreement): Provide the SLA time to fulfill the room supply request.

    • Click on the Save button to update the service request settings.

    NOTE:

    • SLA (Service Level Agreement) refers to the duration of time added to the creation time of the service request, and this total time duration is used as the time limit to fulfill the request successfully.

    • The service requests submitted by the guests will be visible in the Service Requests tab under the SERVICE REQUESTS label.

    • The tile active status can be updated using the IsActive checkbox(click on the checkbox, then save the updates by clicking in the Save button).

How to configure service request settings​