Requests
In this article, you’ll learn all about Zendo Requests.
A Request in Zendo is any order or inquiry that one of your clients submits to Zendo. Submitting a Request can happen either through your Service Catalog or directly from within your Zendo workspace.
The submitted Request then shows up in your workspace as a new conversation thread that lets you follow through with further actions, such as creating a Quote, sharing an invoice, receiving payments, setting the status of the Request, exchanging messages with clients and private notes with your team.
You can filter your Requests, save favorite filtering views as private or global, archive old Requests, mark them as unread, assign Agents and Watchers to each Request, see the most crucial details of each Request on the right-hand sidebar, and more.
Subscription Requests are different from requests for productized, custom, and free services. Subscription Requests are submitted only within a subscription-based service.
If you sell subscription services through Zendo, your clients will have the option to use Subscription Requests to submit their requests within a given subscription.
A Subscription Request can be submitted by clients from their Dashboards, from the Requests tab, and from the Subscriptions tab. If not coming from a specific subscription-based service, the client will simply have to choose the subscription service they want to submit their request for, and fill out the form you've set up in the settings of your service.
You can learn more about setting up a Subscription service and the Request Submission Form here.
Subscription Requests come with a few more options when it comes to limits. For example, you can limit the number of concurrent active requests your clients can submit within a given subscription 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 the chat, which you can use to deliver the contents of the request, follow through with more questions, change the status of the request, and more.
Besides Statuses, you can also use Request's state to indicate its progress and organize your work better. You can choose between three states: Active, Pending, and Completed.
Subscription Requests do not come with the option to issue a new Quote within them, as requests submitted for productized, custom, or free services do.
To see all your Requests, click on the chat icon located on the left-hand side panel of your workspace.
The default view of all Requests is in the form of a table that gives you an overview of the most important details about your Requests.
Here’s everything you can do in Zendo Requests.
Messages and team notes are the two basic means of communication with your customers and teammates.
Messages can be seen by both clients and workspace operators.
Notes, on the other hand, are internal and cannot be seen by customers. They're only visible to those that work with you in your Zendo workspace.
You can easily switch between the Messages and Notes in the chat window.
Mentions
Mention your teammates in the Request’s chat by typing @ and entering the teammate’s name. You’ll also see a list of your teammates to choose from after typing the @ in the chat.
Emojis
You can also diversify your messages with emojis.
All you have to do is use two semicolons separated by the name of the emoji you’re looking for. For example, :eyes: to get an emoji of a pair of eyes looking to the side.
To share files in Zendo, navigate to the Request you’re interested in and use the clip icon in the chat box, or simply drag and drop files to the chat window.
The uploaded files will be visible to both the workspace operators and the customers.
You can find all attachments shared inside a specific Request in the right-side info panel. From there, you can download and delete shared files.
You can also find the shared files in the customer profile of each client.
Click on the people icon on the left-hand side panel, then choose the client you want to find the files of from the list, and switch to the Files tab. From there, you can download and delete shared files.
Tip: You can view shared images in full by simply clicking on them.
Each Request also makes it possible to update its status using the right-hand info panel.
Find the Change status dropdown list and click on the downward arrow to get all the options. Next, choose the Status you want the Request to change to.
If you want to learn more about using Statuses in Zendo, read this article.
You can also change each Request's state, choosing from Active, Pending, and Completed.
Quotes
You can also easily create a new Quote for each client within the Request.
Find the right-hand info panel and click the Create new Quote button.
A Quote creator will pop up for you to create a new Quote for your client. You can then send that Quote to the client by clicking the Send Quote button.
The created Quote then lands in the client’s Request chat and email.
To learn more about Quotes, read this.
Quotes are not available for Subscription Requests.
Payments
Zendo Requests also make it possible for your clients to complete payments.
You can send payment requests directly from the Quote’s popup, after which a payment request shows up in the Request’s chat box.
The payment request includes a Purchase button for the client that forwards them to the payment method you’ve selected as preferred.
In case you’d prefer to use bank transfers for payments, the payment request will include the essential details needed to complete a bank transfer by the client.
You can also choose to trigger Status change after sending a payment request when creating a new Workflow and setting Triggers. For example, you can choose for an Awaiting Payment Status to automatically show up in the chat after a payment request has been sent.
You can learn more about creating Workflows here and read more about Payment Requests in this article.
For subscription-based services, the payments are collected automatically.
Find the right-hand side info panel and locate Assignees.
From there, you can easily assign both Agents and Watchers to specific Requests for them to either watch over or take action depending on their role.
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.
Last, but not least, you can also mark your Requests as unread and archive them if you want.
Those two options are available on the top right of the Request’s chat you’re in.
You can mark Requests as unread using the letter icon and archive them using the file box icon.
You can read more about Archiving Requests in Zendo here.
Manager, Admin, and Owner also have the power to delete all Requests.
For a clearer view, you can also filter your Requests in different ways.
Looking at the top bar of your workspace, you’ll find the List, Table, and Kanban filtering options.
The List view is a simple list of the Requests on the left and a specific view of the Request we click on, on the right.
The Table view is the default view that gives you the most crucial details of each Request in table-form along with their statuses, Service type, clients, and more.
The Kanban view divides the Requests by the Workflow type and organizes them based on their Status to give you a helicopter view of your workspace.
But there’s more!
You can also filter out the Requests you’re receiving by further filtering options located on the right side of the top bar.
Click on the funnel icon to show the filtering box and choose the filter you’d like to use. You can choose to filter by unread/read messages, open/archived Requests, Status, Workflow, or specific Service.
Remember that you can set the filters you want to apply to your workspace and then set that view as a private or global one, to easily get back to it, without having to filter the Requests from scratch each time.
You can find more information on the Views Manager feature, here.
Roles That Can Manage Requests: Agent, Manager, Admin, Owner
What Are Requests?
A Request in Zendo is any order or inquiry that one of your clients submits to Zendo. Submitting a Request can happen either through your Service Catalog or directly from within your Zendo workspace.
The submitted Request then shows up in your workspace as a new conversation thread that lets you follow through with further actions, such as creating a Quote, sharing an invoice, receiving payments, setting the status of the Request, exchanging messages with clients and private notes with your team.
You can filter your Requests, save favorite filtering views as private or global, archive old Requests, mark them as unread, assign Agents and Watchers to each Request, see the most crucial details of each Request on the right-hand sidebar, and more.
Subscription Requests are different from requests for productized, custom, and free services. Subscription Requests are submitted only within a subscription-based service.
Subscription Requests
If you sell subscription services through Zendo, your clients will have the option to use Subscription Requests to submit their requests within a given subscription.
A Subscription Request can be submitted by clients from their Dashboards, from the Requests tab, and from the Subscriptions tab. If not coming from a specific subscription-based service, the client will simply have to choose the subscription service they want to submit their request for, and fill out the form you've set up in the settings of your service.
You can learn more about setting up a Subscription service and the Request Submission Form here.
Subscription Requests come with a few more options when it comes to limits. For example, you can limit the number of concurrent active requests your clients can submit within a given subscription 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 the chat, which you can use to deliver the contents of the request, follow through with more questions, change the status of the request, and more.
Besides Statuses, you can also use Request's state to indicate its progress and organize your work better. You can choose between three states: Active, Pending, and Completed.
Subscription Requests do not come with the option to issue a new Quote within them, as requests submitted for productized, custom, or free services do.
How Can I See All My Requests?
To see all your Requests, click on the chat icon located on the left-hand side panel of your workspace.
The default view of all Requests is in the form of a table that gives you an overview of the most important details about your Requests.
Who And How 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 | ❌ | ✔️ | ✔️ | ✔️ | ✔️ |
Request Features
Here’s everything you can do in Zendo Requests.
Messages And Team Notes
Messages and team notes are the two basic means of communication with your customers and teammates.
Messages can be seen by both clients and workspace operators.
Notes, on the other hand, are internal and cannot be seen by customers. They're only visible to those that work with you in your Zendo workspace.
You can easily switch between the Messages and Notes in the chat window.
Bonus Features
Mentions
Mention your teammates in the Request’s chat by typing @ and entering the teammate’s name. You’ll also see a list of your teammates to choose from after typing the @ in the chat.
Emojis
You can also diversify your messages with emojis.
All you have to do is use two semicolons separated by the name of the emoji you’re looking for. For example, :eyes: to get an emoji of a pair of eyes looking to the side.
Sharing Files
To share files in Zendo, navigate to the Request you’re interested in and use the clip icon in the chat box, or simply drag and drop files to the chat window.
The uploaded files will be visible to both the workspace operators and the customers.
You can find all attachments shared inside a specific Request in the right-side info panel. From there, you can download and delete shared files.
You can also find the shared files in the customer profile of each client.
Click on the people icon on the left-hand side panel, then choose the client you want to find the files of from the list, and switch to the Files tab. From there, you can download and delete shared files.
Tip: You can view shared images in full by simply clicking on them.
Status Updates
Each Request also makes it possible to update its status using the right-hand info panel.
Find the Change status dropdown list and click on the downward arrow to get all the options. Next, choose the Status you want the Request to change to.
If you want to learn more about using Statuses in Zendo, read this article.
You can also change each Request's state, choosing from Active, Pending, and Completed.
Quotes And Payments
Quotes
You can also easily create a new Quote for each client within the Request.
Find the right-hand info panel and click the Create new Quote button.
A Quote creator will pop up for you to create a new Quote for your client. You can then send that Quote to the client by clicking the Send Quote button.
The created Quote then lands in the client’s Request chat and email.
To learn more about Quotes, read this.
Quotes are not available for Subscription Requests.
Payments
Zendo Requests also make it possible for your clients to complete payments.
You can send payment requests directly from the Quote’s popup, after which a payment request shows up in the Request’s chat box.
The payment request includes a Purchase button for the client that forwards them to the payment method you’ve selected as preferred.
In case you’d prefer to use bank transfers for payments, the payment request will include the essential details needed to complete a bank transfer by the client.
You can also choose to trigger Status change after sending a payment request when creating a new Workflow and setting Triggers. For example, you can choose for an Awaiting Payment Status to automatically show up in the chat after a payment request has been sent.
You can learn more about creating Workflows here and read more about Payment Requests in this article.
For subscription-based services, the payments are collected automatically.
Assign Agents And Watchers
Find the right-hand side info panel and locate Assignees.
From there, you can easily assign both Agents and Watchers to specific Requests for them to either watch over or take action depending on their role.
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.
Archiving, Marking As Unread, And Deleting Requests
Last, but not least, you can also mark your Requests as unread and archive them if you want.
Those two options are available on the top right of the Request’s chat you’re in.
You can mark Requests as unread using the letter icon and archive them using the file box icon.
You can read more about Archiving Requests in Zendo here.
Manager, Admin, and Owner also have the power to delete all Requests.
Can I Filter My Requests?
For a clearer view, you can also filter your Requests in different ways.
List/Table/Kanban
Looking at the top bar of your workspace, you’ll find the List, Table, and Kanban filtering options.
The List view is a simple list of the Requests on the left and a specific view of the Request we click on, on the right.
The Table view is the default view that gives you the most crucial details of each Request in table-form along with their statuses, Service type, clients, and more.
The Kanban view divides the Requests by the Workflow type and organizes them based on their Status to give you a helicopter view of your workspace.
More Filters
But there’s more!
You can also filter out the Requests you’re receiving by further filtering options located on the right side of the top bar.
Click on the funnel icon to show the filtering box and choose the filter you’d like to use. You can choose to filter by unread/read messages, open/archived Requests, Status, Workflow, or specific Service.
Remember that you can set the filters you want to apply to your workspace and then set that view as a private or global one, to easily get back to it, without having to filter the Requests from scratch each time.
You can find more information on the Views Manager feature, here.
Updated on: 08/09/2023
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