Managing your requests

The request details page lets you view and manage the complete information of the request and all its associated records in a single place. You can access the request details page directly after saving the request or from the request listing page. 

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Request listing page

1. Select the “Requests” Module from the left navigation menu; you can view the complete list of requests created with fields such as id, request title, contact/org name, due date, preferred date, status, etc.

New Request

1. Click the ”+ New Request” button to create a new request. 

Bulk action or mass update

1. You can also perform bulk actions such as updating statuses, assigning/unassigning users, deleting requests, and more. To do this, select the checkboxes next to the jobs you want to modify. A bottom bar will then appear, displaying the available actions.

2. Select the specific action. For example., if you want to update the request status, select “Update Status.” An “Update Approval Status” dialog box will appear. Update the status and click the “Update” button.

3. The request status will be updated successfully.

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Request details page

To view the request details page, follow these steps:

1. Select any of the “Request Title” or “Request ID” from the request listing page. The specific request details page appears.

2. The request details page has a three-column layout with information and actions available in each pane for quick access.

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Left panel

The left panel contains the service name, the due date to complete the service, priority, and its status. Following this information, you can notice the quick actions bar, which offers contextual action buttons such as Update Status, Convert to Job and Convert to Quote. Below the quick actions bar, you can find the navigation menu and the status history.

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Update Status

Request statuses are stages/checkpoints that field technicians and other back-office users, such as dispatchers and supervisors, can use to update the request’s progress.

1. Click the “Update Status” button on the quick action bar.

2. Choose the current request status and click the “Update” button. The status is updated successfully.

3. You can then view the history of the request status from the “Status History” tab. From here, you can delete a status by clicking the kebab icon (three-dot icon) or roll back the most recent status update using the Rollback icon next to the status name.

Convert to Job Once the request has been created, you can even convert the request to a job if necessary.

1. Click “Convert to Job” on the quick action bar at the left. To create a new job, a sidebar appears with prefilled details such as job title, job category, organization/contact name, due date, priority, and service address. 

Add more information, such as service tasks, parts/services, assets, contracts, and attachments, and click the “Create Job” button. The job is created successfully and associated with the request.  Convert to Quote Once the request has been created, you can convert the service request into a quote and send it to the organization/contact. Once they approve, you can create a job to complete their request.

1. Click “Convert to Quote” on the quick action bar at the left. 

Navigation  Navigation allows quick access between different pages or sections in a feature. The request feature lets you quickly access request details, comments, and activity under the navigation menu. Details When you click “Details,” the middle panel displays the primary details of the request. 

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Comments

Comments can be added by both contacts and admins to a request over its course, providing additional context. The comment can be anything from a simple text reminder to an image/video or document.  All comments added to a request can be viewed under the comments section in the middle pane. To add a comment, follow these steps:

1. Click the “Comments” option in the left navigation menu and enter your comment. To mention or tag other users, use the ”@” symbol during commenting. This allows users to directly notify or address specific individuals within a comment. To attach multimedia files, use the attachment icon.

2. Comments Visibility This gives you an option to set the visibility for the comments added.

• Internal (Default): This privacy setting makes your comments visible to all the Zuper users in your account.
• Private: When you choose this, the comment will be visible only to the user who created the comment.
• Public: This will help you make the comment public to all, including the Contact.

Once set, click the “Send” button to post the comments. 

3. After posting the comments, you can edit/delete them or change their privacy settings from internal to public or private by clicking the Kebab (three-dot) icon next to the comment. 

Activity Activity is the section where you can view a log of all activities performed in the request feature with the username. 

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Middle panel

By default, the middle panel displays the primary details of the job. You can also view other information, such as comments and activities, when you choose them under the navigation menu. For instance, if you click “Details” in the left navigation menu, you can view the complete details of the request in the middle. The same applies to comments and activity as well.

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Right panel

Here, you can view the prefilled details based on the request. Additionally, you can assign users, associate contacts, property, and other records from here to quickly create a new job.

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Assign user

To assign a user to the job, follow these steps: 

1. Click the “+” icon next to the “Users Assigned.”

2. Choose the user individually or from a team and click the assign button next to them. The user will be assigned to perform the job. You can also unassign and add new users by clicking the unassign icon. Once done, click “Update,” and the user will be assigned to complete the request successfully.

Associate job

Associate quote

Contracts and Assets Any contracts or assets associated with the request will appear here.

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Attachments 

You can attach an image, video, audio, PDF, DOC, XLS, or Zip file to the request for more clarity.

1. Click the “+” icon next to the “Attachments.”

2. Click or drag and drop the file from your computer. Once uploaded, click “Close”. You can also preview or remove attachments.

With this requests module, the contacts can contact the organization to request service through various channels, including the contact portal, email, phone calls, the website, social media, and more.