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# Request types

| Roles that can manage Request types: Manager, Admin, Owner

# Table of contents
* [What is a Request Type?](#1-what-is-a-request-type)
* [Request Form](#3-request-form)
* [Automations in Request Type](#2-automations)
* [Archiving a Request Type](#2-archiving-a-request-type)
* [How to Use Request Types (Use Cases)](#2-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

![Create new Request type](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/new-rt_e2mzzf.png)

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.

![Request type general settings](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/rt-general-st_ejy3go.png)


###### **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.

![Visibility settings in Request type](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/visibility-settings_1u0i2fn.png)


|| Note: Even if a Request Type is not set to "Public", you (as the platform owner) can still use it internally and attach it to a Service or use it to crrate request on behelf of client.

###### **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.

![Storefront settings in Request tyoe](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/storefron-st_xwip1y.png)

###### **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**

| Tip: To learn more about how Statuses work, read [this article](https://help.getzendo.io/en/article/statuses-17n6m81/).

![Statuses & states](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/statuses_1pqfhr9.png)


###### **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.


![Custom fields in Request type](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/custom-fields2_1sbwafk.png)

![Managing custom fields](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/cf-manage_192z5am.png)

###### **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.

![Checlist in Request type](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/checklist_qr27qe.png)

### 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.

![Request form settings](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/request-form-settings_ais2j4.png)

###### **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 appearance](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/form-custom_jlb32f.png)

![Request form preview](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/rq-form-preview_i2i6ip.png)


###### **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.

![Adding new form field](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/add-new-field_1xbgjdx.png)

###### **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.

![Editing form element](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/form-elelemnt-edit_57rnoa.png)


###### **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**

| 💡 Tip: Learn more about conditional logic in the [Intake Forms article](https://help.getzendo.io/en/article/intake-forms-settings-rwq02t/).


![Request form conditional logic](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/rt-form-logic_gmg6pc.png)


## Automations
The Automations tab allows you to streamline repetitive tasks.

![Automations settings](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/rt-automations_uoosej.png)


###### **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.

![Assignees options](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/assignees-rt_zq2rbt.png)

###### **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

|| Note: Triggers run from top to bottom. Use drag & drop to change their order.

![Triggers settings](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/triggers-rt_1pc76cm.png)


| Example 1: You can set a trigger so that when a "New request is created", the system automatically "Sends a message" welcoming the client.

| Example 2: You can set a trigger so that when a "Request is archived", the system automatically "Sends an Intake form" asking the client for a service review.

| Example 3: You can set a trigger so that when an "Agent is assigned" to the request, its status changes to "In progress".


## 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.

|| Important: Archiving a Request Type does not automatically detach it from the Services or Storefronts where it is used. You must detach it manually.

![Archiving request type](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/atchive-rt_1jmjew.png)

![Archive view](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/rt-archive-icon_cuarz8.png)



## 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.

![Submit request popup from the operator view](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/submit-request-popup_2g09i5.png)

|| When using the “Submit request” button in the Requests tab, you must first select a Client. Once the client is selected, the system will show all Request Types available to them (both public ones and those unlocked by service purchases).


### 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 **S**ell -> 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.

![Services location in sidebar](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/services-location_1yqqxl.png)
![Adding request type to service](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/add-rt-service_13slqlm.png)


|| Note on Forms: You have the Order Form (in Service settings) and the Request Form (in Request Type settings). You can combine these to collect different data at different stages.


![Order form in Service settings](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/service-order-form_19l08xy.png)


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.

![Submitting request after buying a service](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/request-from-service_1w97p30.png)


### 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.

![Enablin "Submit request" button in Storefront](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/sf-button_41xmqb.png)

!["Submit request" button in the Storefront](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/storefront-preview_5mis75.png)


**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.

![Enabling Request "tile" in Storefront](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/tile-insf_1kce688.png)
![Service & Request tile in Storefront](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/tiles_eh9p79.png)