> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.getzendo.io/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Requests

### Roles That Can Manage Requests: Agent, Manager, Admin, Owner

## Table Of Contents

1. [What Is A Request?](#1-what-is-a-request)
2. [What Is A Subscription Request?](#1-what-is-a-subscription-service)
3. [How Can Clients Submit Requests?](#1-how-can-clients-submit-requests)
4. [Request Features](#1-request-features)
5. [Who Can Interact With Requests?](#1-who-can-interact-with-requests)
6. [How To Filter Requests?](#1-how-to-filter-requests)

# What Is A Request?

**A Request is an order or inquiry submitted by your clients**. Each new request creates its own conversation thread in Zendo, where the vendor can share files and send documents (including [Invoices](https://help.getzendo.io/en/article/invoices-1mutudt/) and [Quotes](https://help.getzendo.io/en/article/quotes-wzcs53/)), while clients can complete payments with just a few clicks.

![](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/cleanshot-2026-02-17-at-164955_1pln6hu.png)
# What Is A Subscription Request?

**A subscription Request is a Request submitted within an already purchased [subscription service](https://help.getzendo.io/en/article/subscription-services-191jdi/).** While a subscription service can be bought on the Storefront, submitting subscription requests happens directly in the Zendo platform, where clients are asked to fill out a [predefined Order Form](https://help.getzendo.io/en/article/subscription-services-191jdi/#1-subscription-requests-settings). 

The number of Requests a client can submit within a subscription is defined by [Requests Limits](https://help.getzendo.io/en/article/subscription-services-191jdi/#1-general-settings). For example, you can limit the number of *concurrent active requests* or the total number of *completed requests* in a given subscription.

Once a Subscription Request has been submitted, a new conversation thread is created in chat, similarly to normal Requests. The only difference is that you can't create a new Quote in a Subscription Request. 

# How Can Clients Submit Requests?

Your clients can submit their requests in five places:

1. In the [Storefront](https://help.getzendo.io/en/article/storefront-formerly-service-catalog-1l90lwj/), which can be embedded on your website or shared through a link,
2. In the [standalone Order Form](https://help.getzendo.io/en/article/forms-dhe4rl/) that you can share with your client through a link,
3. In Zendo's [Client Dashboard](https://help.getzendo.io/en/article/client-pov-1hclxou/#1-dashboard), by selecting "Submit request" (for [subscription-based services](https://help.getzendo.io/en/article/subscription-services-191jdi/) and [free services](https://help.getzendo.io/en/article/free-services-1gr6iag/)) button,
4. In Zendo's *Requests* tab, by selecting the "Submit request" button (for [subscription-based services](https://help.getzendo.io/en/article/subscription-services-191jdi/) & [free services](https://help.getzendo.io/en/article/free-services-1gr6iag/)),
5. In Zendo's *Order* tab, where clients can access the Storefront.

| Note that your clients need to make an account to submit a request. To learn more about how clients can use Zendo, [read this article](https://help.getzendo.io/en/article/client-pov-1hclxou/).

# Request Features

##### Send Messages And Team Notes

Messages and team notes are the two basic means of communication with your customers and teammates. You can easily switch between them in the chat window. To learn more about messaging, [read this article](https://help.getzendo.io/en/article/messages-and-notes-1436rw5/).

* **Messages** can be seen by both clients and your team.
* **Notes** are internal and cannot be seen by clients.

Messages and team notes can contain **Mentions** and **Emojis**. To mention a user, type @ and enter the user's name or their position. Note that this will work only if the user filled out the position field in *Account Settings* > *General*.

##### Share Files

To share files, **use the clip icon** in the bottom right corner of the chat box, or simply **drag and drop files** to the chat window.

The uploaded files will be visible to both you and clients. They can be accessed directly in chat or in the right sidebard under the *Attachments* section of a request. 

![Notes. mentons, and sharing files features](https://storage.crisp.chat/users/helpdesk/website/531203e6a7585000/zendo-request-features_1an5yrr.png)

Also, your team can access the shared files in the [Client Profile](https://help.getzendo.io/en/article/client-profile-1472kw/), which can be accessed by selecting the *Clients* tab from the left sidebar. Then, select a client from the list and one the new page, switch to the *Files* tab.

![](https://storage.crisp.chat/users/helpdesk/website/531203e6a7585000/zendo-client-profile-files_1t7vl7i.png)

##### Update Request's Status

Each Request has Statuses that inform all users, of the Request's current progress. Statuses can be triggered by other events (see Automations) or changed manually, by selecting the "Change status" drop down list above the message feed. Once you change the Status, a new notification will appear in chat.

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

![](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/cleanshot-2026-02-17-at-165508_o9wcqr.png)
##### Send Quotes & Collect Payments

**Quotes**

You can also easily create a new Quote for each client within the Request. To do that, select the "+ Create quote" button above the message feed. This action will prompt a new pop-up window to appear, where you can create the Quote and send it to your client and/or ask for approval. To learn more about Quotes, [read this article](https://help.getzendo.io/en/article/quotes-wzcs53/).

**Payments**

Requests make it possible for your clients to complete payments. Once you send a Quote, your client will also receive a payment request. 

* In case of **Stripe payments**, they'll be able to complete the payment by selecting the "Pay Now" button.

![Client's view of the Stripe payment request](https://storage.crisp.chat/users/helpdesk/website/531203e6a7585000/zendo-payment-request-stripe_1kz0rxx.png)

* In case of **manual payments**, they'll see your [seller details](https://help.getzendo.io/en/article/basic-settings-ujoe95/) necessary to make a payment. After you confirm the payment, you'll have to manually mark it as paid. 

![Client's view of the manual payment request](https://storage.crisp.chat/users/helpdesk/website/531203e6a7585000/zendo-payment-request-wire_1ebd2vs.png)

![Vendor's view of the manual payment request](https://storage.crisp.chat/users/helpdesk/website/531203e6a7585000/zendo-requests-mark-as-paid_tt51v9.png)

##### Assign Agents And Watchers

Find the right-hand side info panel and locate *Participants*. From there, you can **assign both Agents** (active role) and **Watchers** (passive role) to the Request. To learn more about roles and permissions, [read this article](https://help.getzendo.io/en/article/roles-and-permissions-1xeexu8/).

##### Manage Custom Fields

The right-hand side panel of each Request also makes it possible to **manage your Custom Fields**. Custom Fields let you set the urgency of each Request, gather important details about it, or simply keep the most crucial information upfront for your Agents and Watchers.
![](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/cleanshot-2026-02-17-at-170002_1f7ibn1.png)
### Manage Checklists

The right-hand side panel of each Request also makes it possible to **manage your Checklists**. They let you track tasks that have to be done inside the request. The checklists maybe global templates and you can also set them up as a initial setup of a Request Type, in that case each request of a specific Request Type will include the checklist upon creation.

![](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/cleanshot-2026-02-17-at-170305_qbi5ke.png)
##### Other Options

You can also do the following actions in the top right corner of the chat window.

* **Change status,**
* **Set Request's priority** by selecting the flag icon,
* Set **deadline** by selecting the calendar icon,
* **Copy the Request's URL** by selecting the link icon,
* Under the **horizontal three dots icon**:
* **Update request name,**
* **Archive the Request** by selecting the envelope icon,
* **Mark the Request as unread** by selecting the box icon, 
* **Copy Request ID** by selecting the ellipsis and choosing the "Copy request ID" option,
* **View request form**, view the form user submitted upon request creation.

![](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/cleanshot-2026-02-18-at-090712_1m1jy2g.png)



# Who Can Interact With Requests?

|  | Watcher | Agent | Manager | Admin | Owner |
| ---- |
| View Requests they’re assigned to | ✔️ | ✔️ | ✔️ | ✔️ | ✔️ |
| Interact with assigned Requests | ❌ | ✔️ | ✔️ | ✔️ | ✔️ |
| View and interact with all Requests | ❌ | ❌ | ✔️ | ✔️ | ✔️ |
| Delete Requests | ❌ | ❌ | ✔️ | ✔️ | ✔️ |
| Archive Requests | ❌ | ✔️ | ✔️ | ✔️ | ✔️ |

# How To Filter Requests?

You can view your Requests in three ways: **List, Table, Kanban**. To change the view, switch between tabs at the top bar of your workspace.

* The **Table** view gives you the most crucial details of each Request in table-form along with their statuses, connected Service, clients, and more.

![](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/cleanshot-2026-02-18-at-091207_lmtli6.png)
For the table view you can select which columns you would like to be visible.

![](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/cleanshot-2026-02-18-at-091807_1d9doi8.png)


* The **Kanban** view divides the Requests by the Workflow type and organizes them based on their Status or State (Pending, Active, Completed) to give you a helicopter view of your workspace.

![](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/cleanshot-2026-02-18-at-091356_1li3wp5.png)
* The **List** view has a simple list of the Requests on the left and a specific view of the selected Request on the right.

![](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/cleanshot-2026-02-18-at-091516_t16wdn.png)
| You can select which views should be visible for your clients, select the default view for your clients, and choose if you want to allow them to rearrange their requests on the Kanban board in your workspace's settings *Client Portal *> *General* > *Essentials*.

![](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/cleanshot-2026-02-18-at-092410_1qoxu6p.png)

##### More Filters & Sorting

You can also filter out the Requests with further filtering options located on **the right side of the top bar**, right next to the search bar.

![](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/cleanshot-2026-02-18-at-091928_10y4agq.png)



You can also sort Requests either by clicking the sort icon next to a Table column or in other views by clicking the sort icon.

![](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/cleanshot-2026-02-18-at-092058_afin2r.png)
![](https://storage.crisp.chat/users/helpdesk/website/-/5/3/1/2/531203e6a7585000/cleanshot-2026-02-18-at-092118_1em0hx8.png)