How do they raise the request? If this is done through the portal, just add a variable to the catalog item/record producer where they can add this information.
And it is depending on what you are using to guide the work of the agents (FSM, Appointment booking, Cases, etc) how the information is shown, but adding it to a record from the variable is an easy thing.
If this doesn't answer your question, please elaborate on your requirement.
Please mark any helpful or correct solutions as such. That helps others find their solutions.
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