Request Management

Learn how to effectively manage client requests, track project progress, assign team members, and maintain efficient workflows from initial submission to completion.

Overview

Requests are the core work items in your workspace representing:

Client project submissions
Service delivery tasks
Work items requiring completion
Trackable units of client engagement

The request management system provides:

Status Tracking: Monitor request progress through customizable stages
Team Assignment: Assign requests to specific team members
File Management: Handle uploads, downloads, and attachments
Time Tracking: Record hours spent on requests
Communication: Comments and updates throughout the process
Workflow Automation: Automate status changes and notifications

Request Lifecycle

1. Request Creation

Requests can be created through:

Client Portal: Clients submit requests directly
Order Forms: Automatic creation from service purchases
Manual Creation: Team members create requests internally
API Integration: External systems create requests

2. Initial Processing

When requests are created:

Automatic assignment to default team members (if configured)
Status set to initial workflow stage
Notifications sent to relevant team members
Request appears in team dashboard

3. Work Progress

Throughout the request lifecycle:

Status updates track progress
Team members add comments and updates
Files and attachments are managed
Time tracking records effort
Client receives progress notifications

4. Completion

Request completion involves:

Final status update
Client notification
Archive or close request
Performance metrics updated

Creating Requests Manually

Prerequisites

Permission: create_requests
Active services available
Client accounts in workspace

Step-by-Step Guide

Navigate to Requests
- Go to Requests in the main navigation
- Click Create Request button

Basic Information

Required Fields:
- Title: Clear, descriptive request title
- Client: Select from existing clients
- Service: Choose applicable service
- Priority: Set request priority level

Optional Fields:
- Description: Detailed project description
- Due Date: Target completion date
- Tags: Categorization labels

Service Selection
- Choose service that defines request scope
- Service form fields are automatically included
- Pricing and billing information inherited
Assignment
- Assignee: Primary team member responsible
- Followers: Additional team members to notify
- Organization: Client's organization context
Additional Details
- Custom Fields: Service-specific requirements
- Attachments: Upload relevant files
- Notes: Internal team notes
Save and Process
- Request created with initial status
- Notifications sent to assigned team members
- Client notified of request creation

Managing Request Workflow

Request Status Management

Default Statuses:

Pending: Awaiting team action
In Progress: Work has begun
Client Review: Awaiting client feedback
Completed: Work finished successfully
Cancelled: Request cancelled or abandoned

Custom Statuses:

Create custom status options
Define allowed transitions between statuses
Set default status for new requests
Configure status-based automation

Status Updates

Manual Updates:

Open request detail page
Click current status
Select new status from allowed transitions
Add optional comment explaining change
Save status update

Automatic Updates:

Time-based triggers
File upload triggers
Payment completion triggers
External system integrations

Request Assignment

Primary Assignee

Main team member responsible for request
Receives all notifications and updates
Can reassign to other team members

Multiple Assignments

Assign requests to multiple team members
Useful for collaborative projects
All assigned members receive notifications

Unassignment

Remove assignments when needed
Returns request to unassigned pool
Notifications stop for removed assignees

Request Details and Features

File Management

File Uploads

Clients and team members can upload files
Support for multiple file types
File versioning and history
Download individual or all files

File Organization

Organize files by type or stage
Add descriptions to uploads
Track who uploaded each file
Secure file storage and access

Time Tracking

Manual Time Entry

Add time entries for work performed
Specify date, duration, and description
Associate time with specific team members
Generate time reports

Time Tracking Integration

Start/stop timers for active work
Automatic time calculation
Integration with productivity tools
Billable vs. non-billable time tracking

Comments and Communication

Internal Comments

Team member discussions
Project notes and updates
File sharing and collaboration
Private communication

Client Communication

Visible comments to clients
Status update explanations
Request for clarification
Progress reports

Checklists and Tasks

Request Checklists

Break down requests into tasks
Track completion progress
Assign checklist items to team members
Use templates for repeated workflows

Checklist Templates

Save common workflows as templates
Apply templates to new requests
Standardize processes
Improve efficiency

Request Views and Organization

List View

Request Table

Sortable columns (status, priority, date, assignee)
Filterable by status, assignee, client, service
Bulk actions for multiple requests
Export capabilities

Advanced Filtering

Filter Options:
- Status: Any, specific status, or custom combinations
- Assignee: Specific team members or unassigned
- Client: Individual clients or organizations
- Service: Specific services or service types
- Priority: High, medium, low priority levels
- Date Range: Created, updated, or due date ranges
- Tags: Requests with specific tags