Service Request Message Types

The Messages tab on the Edit Service Request page is where you compose and send messages to customers or team members.

Here's the different message types that you can create for an SR:

Message Type	Description
Customer Entry	Capture SR information provided by customers. Customers can enter this information directly, or you can enter it while interacting with the customer.
Forward	Forward a customer response or query to any other user of the application. Use the Channel drop-down list and select a mailbox or an email channel, or a Slack channel or user to send the message. Note: To forward an SR to a Slack channel or user to collaborate with a subject matter expert, see "Compose Messages". You can also forward an SR to a custom channel. If you use a custom channel, the implementation of how the message is delivered to the user on a custom channel is your company's responsibility.
Internal Note	Use internal notes to communicate with your other team members who have access to your SRs. Use the Reply button to enable team members to respond to the internal note, and create a conversation thread. These entries aren't visible to customers since they're associated to internal notes. You need not perform any additional setup or configuration to use this feature. The team members use the Edit button (pencil icon) on the internal note created by them to make changes to their entry. If an internal note has one or more replies, use the Hide Replies link to collapse the replies, and the Show Replies link to expand the replies.
Response	Respond to SR contacts using an email template or another channel. Use the Channel drop-down list to select the mailbox or channel you want to use.