Zendo Help Center

Paulina Kajzer-Cebula

Last Update 6 months ago

Roles That Can Manage Requests: Agent, Manager, Admin, Owner

What Is A Request?

A Request is an order or inquiry submitted by your clients. Each new request creates its own conversation thread in Zendo, where the vendor can share files and send documents (including Invoices and Quotes), while clients can complete payments with just a few clicks.

What Is A Subscription Request?

A subscription Request is a Request submitted within an already purchased subscription service. While a subscription service can be bought on the Service Catalog, submitting subscription requests happens directly in the Zendo platform, where clients are asked to fill out a predefined Order Form.

The number of Requests a client can submit within a subscription is defined by Requests Limits. For example, you can limit the number of concurrent active requests or the total number of completed requests in a given subscription.

Once a Subscription Request has been submitted, a new conversation thread is created in chat, similarly to normal Requests. The only difference is that you can't create a new Quote in a Subscription Request.

How Can Clients Submit Requests?

Your clients can submit their requests in five places:

1. In the Service Catalog, which can be embedded on your website or shared through a link,
2. In the standalone Order Form that you can share with your client through a link,
3. In Zendo's Client Dashboard, by selecting either the "Order service" (for custom and productized services) or "Submit request" (for subscription-based services and free services) button,
4. In Zendo's Requests tab, by selecting the "Submit request" button (for subscription-based services and free services),
5. In Zendo's Order tab, where clients can access the Service Catalog.

Note that your clients need to make an account to submit a request. To learn more about how clients can use Zendo, read this article.

Request Features

Send Messages And Team Notes

Messages and notes are the two basic means of communication with your clients and teammates. Messages are visible to everyone, while notes are internal and cannot be seen by clients. To switch between messages and notes, choose the "Reply" or "Note" tab in the message window.

You can also switch from "Chat" to "Notes" to find all the messages exchanged between your team members.

To send a message or a note:

1. Choose Requests from the left sidebar and find the Request you want to send your message in,

2. Find the field at the bottom of the page that's divided into two tabs: Reply and Note,

3. Type in your message in the correct tab and select the paper plane icon in the bottom right to send it.

Additionally, you can mention your team members by using the @ sign. Once typed in the chat, you’ll see a list of names to pick from. You can also just type the whole name yourself.

A bonus option is to mention your team members typing their position after the @ sign. To be able to search by position, each team member has to fill out their position in Account Settings > General. Alternatively, you can fill out the positions of your team members yourself, using the impersonation feature.

You can only impersonate users of the same or lower role.

Edit Messages And Team Notes

To edit a message or a note:

1. Hover over the message or note you want to edit,

2. Select the pen icon in the top right corner of the message or note,

3. Edit the message in the new window,

4. Select the "Save Changes" button to confirm.

Agents have 15 minutes to start editing their message and 4 hours to finish editing. Managers, Admins, and Owners can edit their own as well as their team members' messages anytime.

Read this article to learn more abour roles & permissions.

How To Delete Messages And Notes?

To delete a message or a note:

1. Hover over the message or note you want to edit,

2. Select the trash can icon in the top right corner of the message or note,

3. In the pop-up window, select the "Remove" button.

Share Files

To share files, use the clip icon in the bottom right corner of the chat box, or simply drag and drop files to the chat window.

The uploaded files will be visible to both you and clients. They can be accessed directly in chat or in the right sidebard under the Attachments section of a request.

Also, your team can access the shared files in the Client Profile, which can be accessed by selecting the Clients tab from the left sidebar. Then, select a client from the list and one the new page, switch to the Files tab.

Update Request's Status

Each Request has Statuses that inform all users, including clients, of the Request's current progress. Statuses can be triggered by other events (see Workflows) or changed manually, by selecting the "Change status" drop down list on the right sidebar. Once you change the Status, a new notification will appear in chat.

To learn more about Statuses, read this article.

Send Quotes & Collect Payments

Quotes

You can also easily create a new Quote for each client within the Request. To do that, select the "Create new quote" button in the right-hand info panel. This action will prompt a new pop-up window to appear, where you can create the Quote and send it to your client and/or ask for approval. To learn more about Quotes, read this article.

Payments

Requests for productized, custom, and free services also make it possible for your clients to complete payments. Once you send a Quote, your client will also receive a payment request.

In case of Stripe payments, they'll be able to complete the payment by selecting the "Pay Now" button.

In case of manual payments, they'll see your seller details necessary to make a payment. After you confirm the payment, you'll have to manually mark it as paid.

Assign Agents And Watchers

Find the right-hand side info panel and locate Assignees. From there, you can assign both Agents (active role) and Watchers (passive role) to the Request. To learn more about roles and permissions, read this article.

Manage Custom Fields

The right-hand side panel of each Request also makes it possible to manage your Custom Fields. Custom Fields let you set the urgency of each Request, gather important details about it, or simply keep the most crucial information upfront for your Agents and Watchers.

Other Options

You can also do the following actions in the top right corner of the chat window.

Set Request's priority by selecting the flag icon,
Copy the Request's URL by selecting the link icon,
Archive the Request by selecting the envelope icon,
Mark the Request as unread by selecting the box icon,
Copy Request ID by selecting the ellipsis and choosing the "Copy request ID" option,
Delete the Request by selecting the ellipsis and choosing the "Delete request" option.

Who Can Interact With Requests?

How To Filter Requests?

You can view your Requests in three ways: List, Table, Kanban. To change the view, switch between tabs at the top bar of your workspace.

The Table view gives you the most crucial details of each Request in table-form along with their statuses, connected Service, clients, and more.

The Kanban view divides the Requests by the Workflow type and organizes them based on their Status or State (Pending, Active, Completed) to give you a helicopter view of your workspace.

The List view has a simple list of the Requests on the left and a specific view of the selected Request on the right.

You can select which views should be visible for your clients, select the default view for your clients, and choose if you want to allow them to rearrange their requests on the Kanban board in your workspace's settings General > Essentials.

More Filters & Sorting

You can also filter out the Requests with further filtering options located on the right side of the top bar, right next to the search bar.

You can also sort Requests by their read/unread messages status or by their priority. Select the icon right next to the "Clear All" button and choose your preferred sorting from the dropdown menu.

Remember that you can set the filters you want to apply to your workspace and then set that view as a private or global one, to easily get back to it, without having to filter the Requests from scratch each time.

Read this article to learn more about the Views Manager feature.

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