Requests is where every form submission from your clients arrives. The sidebar badge counts requests nobody on your team has opened yet.
Before you start
- Enterprise plan with Custom Forms turned on and at least one published form; see Build a request form.
- View Requests lets you read the queue, add notes and resend emails. Update Requests lets you change status and assignment. Owner and Administrator have both.
The queue
Open Requests from the sidebar. By default it shows open requests (New and In progress), newest first. Unread requests are bold.
Filters: status, form, assignee, date range, and a search on the client's name, company or the form name. Notification problems only keeps the requests whose emails failed, bounced or never went out.
Each row shows the client, the form, a short summary of the answers, the status, who it is assigned to, and an Emails column: sent when every email went out, or a red flag:
- Notification failed: at least one email failed or bounced.
- Not notified: no email to your organization was ever written for this request.
A red flag never disappears on its own. Open the request and fix it, as described below.
Open a request
Click the client's name. The request page shows:
- Request: every answer, in the order of the form version the client used. Attachments open from here and are also in File Exchange under the category Requests.
- Status and assignment on the right.
- Internal notes: a running list of notes with author and time. Clients never see notes.
- Emails for this request: every email sent for it.
Opening a request marks it read for the whole team and lowers the badge.
Change the status
Statuses are New, In progress, Complete and Cancelled. Any change is allowed in any order.
- Pick the new Status and, if you like, an assignee under Assigned to.
- Leave Email the client about this change ticked to tell the client, and add an optional Message to the client (for example the crew size and arrival time you confirmed).
- Click Save.
The status email is recorded under Emails for this request like every other email. If it fails, the page says so in red right away.
Check that the emails were delivered
Every request produces one email to each organization recipient and one confirmation to the client. Each has a row with:
- Status: sent (accepted by the mail service, delivery not confirmed yet), delivered, delayed, bounced, complained or failed (the mail service refused it; the reason is shown).
- When: time sent and the last delivery event.
- Resend: sends a fresh copy to the same address and adds a new row.
Notify organization again sends the new-request email to the form's current recipients. Use it when the request shows Not notified, or after you corrected the addresses on the form.
Failed emails are retried automatically three times within the first hour. After that the owner gets one email listing the requests to look at, and the red flag stays until you resend successfully.
Who did what
Every form and request action is in the Audit Log under the category Forms and requests: forms created and published, requests submitted (by the client), opened, status and assignment changes, notes, resends, and failed notifications.