Create a request type

You can create a request type for any kind of work that needs its own form, its own statuses or its own group of clients. You create request types in Settings › Requests › Request types. A new workspace already has one type, marked Default, so clients can submit requests before you set anything up.

Create and save the request type

1. Open Settings › Requests › Request types and select Create Request type.
2. On the General tab, enter a Name. To call this kind of work something other than a request, fill in the Singular label and Plural label, for example Project and Projects. Then set an Icon, an Icon color and a Background color. See Organise work into projects, tickets and jobs.
3. In Statuses, add the statuses this type uses and arrange them in the order the work goes through. Use Add statuses for statuses you already have, or Create new status for a new one. Each status brings its state — Pending, Active or Completed — with it.
4. In Who can submit, choose Everyone, Only your team or Clients who match a rule. See Decide who can submit a request type.
5. On the Request form tab, build the form the client fills in. Without a form, the client sends only a title and a message. See Build a Request Form.
6. On the Automations tab, choose who is assigned to new requests and what happens when a request changes. See Automate a request type.
7. Select Save, then open Preview to see the type as a client sees it.

A type needs a Completed status

Zendo counts requests by the state of their status, not by the status name. Automations that react to a state, subscription request limits and request counts all work this way. So if a type has no status in the Completed state, its requests never count as finished, and their orders never become Delivered. See Understand statuses and the three states.

A request type can also appear on the Front Desk

Turn on Show this Request Type in the Front Desk to show the type on your Front Desk. Then add a Request type thumbnail and a Request type short description of up to 500 characters. This can be used, for example, for request types for pre-sale or support questions.

Checklists and custom fields

On the General tab, you can also add a checklist and custom fields. With a checklist, every request of this type starts with the same tasks. Custom fields hold information that your team keeps on the request. Your team fills them in; the client fills in the form. See Use a checklist on a request and Add custom fields to a request.

Services and request types

In the service editor:

• Automatic Request creation makes a purchase create a request of a specific type.
• Unlock Request types makes the type available to the client who buys the service.

The Used by column in your list of request types shows these services. When you change the statuses or the access of a type, you also change what those services do.

Related

• Build a Request Form
• Decide who can submit a request type
• Understand statuses and the three states
• Automate a request type
• Sell a fixed-price service

Updated on: 09/11/2026