Articles on: Requests & workflows

Organise work into projects, tickets and jobs

Not every piece of client work is a "request". A web agency thinks in projects, a retainer team in tickets, a video studio in jobs. In Zendo you can call each kind of work by its own name and give it its own place in the sidebar, so that your team opens Projects for the big builds and Tickets for the quick fixes, each with its own counter, its own board and its own button. You do this with two settings: a label on the request type and a request tab in the sidebar.

Projects as its own tab, next to Requests and Tickets. The tab has its own counter, Kanban board and New Project button.

Give a request type its own name

Open Settings › Requests › Request types and select the type, for example your support type.
On the General tab, type the Singular label and the Plural label, for example Ticket and Tickets.
Choose an Icon, and its Icon color and Background color. Pick one of the preset colours or enter your own. To use different colours in dark mode, turn on Use a different color in dark mode.
Select Save.

A request type called Ticket (2) with its own icon and colours (3). The flow preview on the right already says "Zendo opens the Ticket".

Wherever only this type applies, Zendo uses your label instead of "Request": the button says New Ticket, and the flow preview says "Zendo opens the Ticket". Leave both labels empty to keep "Request".

Give the work its own tab in the sidebar

A request tab is a sidebar item that shows only the request types you choose, under a name you give it.

Open Settings › Portal › Sidebar content and open the sidebar created for Internal users.
On the Elements tab, select Add new sidebar element and choose Request tab.
Type the tab's name in Label, for example Projects.
In Request types, choose the types that belong in the tab. Leave it empty to show every type, including types you create later.
Under Views, tick the views the tab offers: Table, Kanban and List. In Opens on, choose the view the tab opens with.
Drag the tab to its place in the sidebar, for example right under Requests.
Turn on Live preview to check the sidebar, then select Update to publish it.

Add new sidebar element offers Request tab (2), next to Apps, External Link, Heading, Divider and Gap.

A request tab: its Label (3), the Request types it shows (4), the Views it offers and the view it Opens on (5).

The button at the top of the tab uses the label too: on Projects it says New Project. On a tab that mixes types with different labels, such as Tickets below, it says New Request, and you choose the type when you create the request.

Example: an agency with projects, tickets and requests

Tab	Request types	Opens on	What the team uses it for
Projects	Website build, Brand identity	Kanban	Big jobs that move through briefing, design, build and launch
Tickets	Support request, Bug report	Table	Quick fixes, sorted by priority and deadline
Requests	All types	Table	Everything in one list, for whoever plans the week

Requests always shows everything

A request tab only filters what you see; it does not move requests anywhere. The same type can sit in several tabs, and the standard Requests item can keep showing every type. That way a request is never hidden just because its type is in no tab. If you narrow the Request types of the Requests item itself, make sure every type still appears in at least one tab.

The number next to a tab counts the unread requests of its types, so each part of your team sees at a glance where something new is waiting.

A Kanban board for each kind of work

A tab with one request type shows that type's own statuses as Kanban columns, grouped under Pending, Active and Completed. A tab with several types, such as Tickets above, shows one column per state, so different workflows can share one board. See Find requests: views, filters and search.

The Tickets tab holds two request types, so its Kanban board has one column per state: Pending, Active and Completed.

Tabs for your clients too

The client sidebar works the same way. Add a request tab to the sidebar created for Clients, and your clients see, for example, Support next to Requests, with the views you allow there. The views and the first view you choose on a client tab are the views your clients get. See Change what is in the client sidebar.

To give a tab to some clients only, expand it and turn on Limit visibility of this item. On the team sidebar, you can also give different roles different tabs by duplicating the sidebar and choosing the roles in Visible to. See Change your team's sidebar.

Updated on: 09/11/2026

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