In this section you'll learn everything there is to know about request types.

Roles that can access and manage the contents of the section: Owner, Admin

Request Types

The request type is what lets you, as a Zendo user, unify communication with your customers. You can define different types of requests to diversify the flow for each of them.

Support tickets are different from customization requests as they require different statuses and also different departments inside your company to handle them.

Based on your plan, you can create multiple request types to suit all your needs. At the request type level, you can customize the behavior of a request that falls into a specific category.

New Request Type

To create or customize a request type, go to the left side of the screen and click on the Settings (cog icon) > Request Types.



In there, you'll see this screen.



To access the request type, click on the pencil icon on the right or click on the New request type button above.



Request types have the following options:

Title
Email
Description

Title

Title is where you name the request type.

Email

Email lets you define the unique email address that this request type will be using. Every email sent to this address will be assigned to an already existing request or a new one will be created. If you already have a form on your website, simply assign this email address to your form.

Description

If you have many request types, it may be a good idea to create a description for each one of them to not get everything mixed up.

Custom Fields



Each request type can have unlimited custom fields. They’re displayed inside each request in the information panel on the right side of the chat. You can decide if you want a certain field to be visible to a customer.

Those fields may also be used to store essential information about each request like, for example, budget.

By clicking on the Add new custom field button you can access a menu with different options: text field, URL/link, single select, or multiselect.

Statuses

Every request type uses statuses to showcase the progress of a request. Requests use global statuses but each request type can have a different number of statuses. If you want to learn how to create statuses, read this.

There are various statuses:

Solved
On-hold
Pending
Open
Canceled
Done
In Progress
Paid
Awaiting Payment
Evaluating
New

The image below represents a few default statuses.



Triggers



Triggers are automations that'll make your life easier. There are various triggers available:

New
Evaluating
Awaiting Payment
In Progress
Paid
Done
Canceled

Creating a new request

Here you can pick which status will be set when a new request arrives from the customers.

Additional Settings

In the additional settings section, you can enable or disable the visibility of the agents and watchers, or enable or disable estimations.

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