Request Management

Requests are the work items your team delivers for clients. They connect the client, service, brief, assignees, files, communication, and billing choice. Your workspace can rename requests, so the navigation may use another term.

Access and permissions

Open Requests in the team navigation. Permissions control separate actions: view_all_requests, create_requests, edit_requests, update_request_status, assign_requests, and delete_requests. Some teammates may only see the requests available to their role or assignments.

Comment actions have their own permissions, including create_comments, delete_own_comments, and delete_all_comments. Modules and plan features determine which additional controls appear.

Create a request

1. Choose Create Request.
2. Select the client and billing type.
3. Choose a service from the available options.
4. Fill in the service's required brief fields and attach any supporting files.
5. Set status and priority, and optionally assign teammates and set a due date.
6. Complete any required time estimate, queue, or custom dropdown fields shown by your workspace.
7. Review and save.

Request priorities are Low, Medium, and High. Service limits still apply to team-created requests. A due date selected during creation must be today or later.

Choose the billing flow

The selected client and billing type affect the available services. For deduction, check that the organization has the right service purchase and sufficient remaining stock, hours, or credits.

Requests can also come from client submissions, eligible checkout flows, the API, or automatic recurring renewals. An order form's configuration determines whether a purchase creates work immediately or adds purchased stock only.

Status and assignment

New work uses the configured initial status. Default status records include Submitted, Pending, In Progress, Pending Response, Completed, Closed, and On Hold. A workspace can customize labels, colors, ordering, the default status, and allowed transitions.

Open a request's status control and choose an available transition. Use Request Statuses to configure the workflow. A status may be unavailable because it is inactive or the current status does not allow that transition.

Assign one or more teammates to share responsibility. Use followers for people who need updates without becoming assignees. Update priority, due dates, tags, and the brief as work changes.

List, board, and queue views

Use the list's search, filters, sorting, and pagination to find work. Use the Kanban board for a status-based view and move cards between permitted statuses.

When request queues are enabled, use the queue controls to hold work for later, move it into active work, or reorder queued items. Queue behavior and concurrent limits depend on workspace and service settings. See Capacity & SLA for related workload and turnaround tools.

Bulk actions support status updates, deletion, and recycle-bin actions for eligible selections. Confirm the selected records before applying an action.

Work on a request

Activity and comments

Use the activity area for progress updates, questions, attachments, and mentions. Choose an internal comment when the note is for the team; public comments can be visible to the client. Check the audience before posting.

Files

Upload supporting files to the request, open supported previews, and download individual attachments or the request's files. File upload rules and storage availability apply. See File Storage for shared account files and organization folders.

Annotate an image, PDF, or video

1. Open the request's Activity area and find an uploaded file or a comment attachment.
2. Choose View & Annotate beside a supported image, PDF, or video.
3. For images and PDFs, choose a drawing, highlight, text, rectangle, or circle tool and a color. Navigate to the relevant PDF page before marking it.
4. Draw the mark on the file. For a text annotation, enter the text and choose Save.
5. Review the annotations list and check the mark appears before closing the viewer.

Video annotations attach to a playback time. Pause or move to the relevant frame, choose a tool, and add the mark or text. Select an annotation or timeline marker later to jump back to its timestamp.

Annotation creation requires the workspace owner's design-annotation feature; the video viewer additionally requires video annotation. The same supported viewers are available from the client's request Activity area. Use the delete action to remove your own annotation. Annotations belong to the attachment; downloading the original file does not promise a flattened copy containing the marks.

Signature fields

A service's request form can include a signature field. When completing it, enter the signer's full name and draw the signature; a required signature needs both. Use Clear to redraw it before submitting. Open the submitted brief to review the captured name and signature. Where a certificate has been generated, the signature record includes its certificate number and download action. See Signature Certificates.

Checklists

Create a checklist or apply a checklist template. Add items, assign them to teammates, set due dates, and toggle completion. Save reusable work as a template when appropriate.

Time tracking

Use the request's timer or add a manual time entry. Record a useful description and billable flag. Stop running timers before relying on report totals. See Time Tracking.

Allowances and billing

Authorized teammates can update request credits or allocated hours. Review the organization's remaining allowance before making an adjustment. Use the request's billing and payment areas to follow associated financial records; allowance changes and payment refunds are separate operations.

Deliver and review work

On eligible services and plans, mark a public update as a delivery and request approval. Clients can approve or request changes, and delivery versions and revision usage stay with the request.

See Deliveries & Approvals for the full delivery workflow. Completing a request updates its status; confirm any outstanding client feedback, checklist items, and billing work before closing it.

Client completion and feedback

When the client has the Mark Complete action, they can use it to finish the request. If request reviews are enabled and the client is eligible to add a review, the action opens a review dialog. Choose a rating from 1 to 5 stars, add an optional comment of up to 1,000 characters, then choose Complete and review. Otherwise the action completes the request directly.

This feedback is separate from approving an individual delivery. Review information on a request or organization can be available even though the aggregate Reviews report does not currently load reviews.

Delete and restore

Deleting a request moves it to the recycle bin. Authorized users can restore it or permanently delete it. Permanent deletion cannot be undone. See Archive & Recovery.

Troubleshooting

• Service unavailable: Check client, billing choice, published/active service status, and eligible organization stock.
• Request blocked: Review the shown allowance, concurrency, required-field, or workspace-setting error.
• Status change blocked: Check update_request_status and allowed transitions.
• Assignment unavailable: Check assign_requests and that the teammate belongs to the workspace.
• Missing request: Check filters, workspace, role visibility, and the recycle bin.
• File or timer problem: Review the validation message, module settings, permissions, and storage availability.