Table of contents

• What is a Request Type?
• Request Form
• Automations in Request Type
• Archiving a Request Type
• How to Use Request Types (Use Cases)

What is a Request Type?

A Request Type is a core entity in Zendo that defines how you handle different inquiries flowing in from your clients. Depending on your business needs, you can configure a Request Type to have a specific workflow (including statuses and states), custom fields, a dedicated request form, and specific automations.

How to Create a Request Type

To create a new Request Type:

1. Navigate to the Request types tab in the Settings sidebar.
2. Click the ‘Create request type’ button.
3. Once in the settings, add a Name to your new request type.
4. You can also add a custom icon and a description to help identify it easily across the platform.

Visibility Settings

Next, you can decide if the request should be Public or internal.

• Public: If enabled, this Request Type will be available for selection in the “Submit request” popup for clients. This is ideal for non-sales workflows, such as general support tickets, project requirement gathering, or onboarding.
• Client Restrictions: If you enable the "Public" option, you can further narrow down visibility by selecting specific clients. If no specific client is selected, it will be available to everyone.

Storefront Settings

This section allows you to control the visibility and visual presentation of this Request Type within your Storefront.

• Show this Request Type in the Storefront: Toggle this option ON to display this Request Type as a clickable “tile” in your main Storefront grid (alongside your Services). This allows clients to initiate this specific workflow directly from the catalog.
• Request type thumbnail: Upload an image to make the tile visually distinct and professional. Supported formats are JPG, PNG, or GIF (up to 2560x2560px and 1MB).
• Request type short description: Enter a brief summary of what this request is for (e.g., "Use this for bug reports" or "Request a custom valuation"). This text will appear on the tile to guide your clients.

States and Statuses

The workflow of every Request Type is governed by its Statuses and States.

• You can choose from existing statuses or add new ones.
• You can rearrange statuses by dragging and dropping them into the desired order.
• Each status must be assigned to one of three States: Pending, Active, or Completed

Custom Fields

Custom fields allow you to collect specific data for each request type.

1. Click ‘Manage Custom Fields’ or ‘Add new custom field’ to create new fields in the system if the one you need doesn't exist yet.
2. In the ‘Add custom field’ window, select the fields you want to attach to this Request Type.
3. Every request created using this type will now have these fields available to fill out.
4. You can edit or remove a field from the list by hovering over the field card and using the action icons.

Checklists

Checklists help standardize processes.

• To create a new checklist: Click ‘Manage Checklists’ or ‘Add Checklist’.
• To add an existing checklist: Click ‘Add Checklist’ and select a saved checklist from the list.
• The selected checklist will appear in preview mode. You can replace it with a different one at any time.

Request Form

Every Request Type has its own Request Form. This is a powerful tool for gathering information from clients about their inquiry. The form is fully customizable: you can build it using the same fields found in Intake Forms, apply conditional logic to show/hide options, and brand it to match your company's look.

Visual Settings

In the Form tab, you can customize:

• Logo position.
• Submit button color and position.
• Background color.
• Header Image/GIF: Use the uploader to add an image or a GIF for that extra sparkle.

Form Fields

By default, every request form has two fields: Title and Message.

• Message: Can be removed if you don't need a long text input from the client.
• Title: This is a required field. It defines the name of the request (it distinguishes one request from another in the list). You can rename a request later, but it must be created with a title.
• To add more fields, click “Add new form field” and select the elements you need from the list.

Editing Form Elements

1. Hover over a field and click the pencil icon to edit it.
2. The options for that specific element will appear above the general form settings.
3. To finish editing, click anywhere on the gray canvas or switch tabs.

Form Logic (Conditional Logic)

You can create dynamic forms that change based on user input.

1. Go to the Logic tab and click “Add new rule”.
2. IF Condition: Select the field that triggers the rule. You can select it from the dropdown or use the target icon to click the element directly in the builder.
3. Set the condition logic (options vary depending on the field type).
4. THEN Action: Select which field should be Shown or Hidden.
5. Remember: If a field is meant to be "Shown" via logic, make sure to hide it initially in the builder using the eye icon

Automations

The Automations tab allows you to streamline repetitive tasks.

Assignees

Automatically assign agents to a request upon creation:

1. Click ‘Create new rule’.
2. Select team members: Choose who should be assigned (mandatory step).
3. Client Specifics:

• If no client is selected: The rule applies globally (agents are assigned to every request of this type).
• If a client is selected: The agents are assigned only when that specific client creates the request.

Triggers

Triggers allow you to define an Action that happens automatically in response to an Event.

Available Triggers (Events):

• Creating new request
• Agent assigned
• Request status changed
• Request state change
• Request archived

Available Actions:

• Change status
• Send message
• Send Intake form

Archiving a Request Type

To archive a Request Type:

1. Click the three dots icon on the right side of the Request Types table.
2. Select Archive.
3. To restore it later, click the box icon (Archive view) in the top-right corner of the app.

How to Use Request Types (Use Cases)

You can utilize Request Types in three main ways, depending on your needs:

Sending general requests in the platform (The "Submit Request" Popup)

Use this method to allow clients or operators to manually create general requests (e.g., support tickets or bug reports).

• Go to the Request Type settings and toggle “Request type public” to ON to make it visible to your clients (note that as an operator, you will always see all request types in the popup, regardless of this setting).
• (Optional) You can select specific clients to restrict who has access to this request type. If left blank, it will be available to all clients.

Connected to Services (Post-Purchase Automation)

Use this to automatically generate a request when a client buys a Service.

• Keep “Request type public” turned OFF to ensure clients cannot select it without purchasing a service first.
• Find Sell -> Services in the sidebar.
• Create new service, or edit existing one.
• Find “Request Types created upon service order”. Select which request(s) should be created after purchase.
• You can also choose to send the Request Form immediately to the chat after purchase.

You and your clients can also submit requests for purchased services. Use this method if you want clients to be able to create new requests manually only after they have bought a specific service:

• In Service Settings, go to “Request Types available for manual submission”.
• Select the Request Types.
• These will now appear in the "Submit request" popup for clients who own that service.

On the Storefront (Pre-sales & Inquiries)

Use this to allow potential clients to reach out before they sign up. You can do this in two ways:

By placing a "Submit request" button in the header

• Go to Sell -> Storefront -> Header options.
• Enable “Show 'Submit request' button”.
• Select which Request Types should appear when this button is clicked.

By adding Request Type tiles to the Storefront grid

• Go to Sell -> Storefront -> Services and Request Types in Storefront.
• Enable the Request Type you want to display as a tile.
• It will appear alongside your services in the main grid.

Updated on: 05/12/2025