The requests inbox
Triage change requests your clients raise from their portal — filter the queue, set status, assign an owner, and keep internal notes separate from client comments.
A request is a change your client asks for. They raise it from their portal and it lands in one queue across every client, where you triage it, assign it and work it to completion. The inbox at DeliveryRequests is the only place these arrive — nothing is lost in a mailbox.
Before you start
You need the Requests permission and the work_management plan feature.
Changing a request's status, assignee or priority needs Requests (edit).
Work the queue
Open the requests inbox
Go to DeliveryRequests. Three tiles across the top read Inbox, Archived and High priority open.
Choose the lens
The Inbox | Archived control on the right of the filter bar decides whether archived requests are listed at all.
Filter by status
All, Pending, In progress or Completed.
Search
Matches request title, project or client email.
Set a status from the row
The row status menu changes a request without opening it.
Open a request to work it properly
Raise a request yourself
New Request lets you log something on the client's behalf — a phone call, a note from a meeting.
| Setting | What it changes | Default |
|---|---|---|
| Inbox | Archived | Whether archived requests appear in the list. | Inbox |
| All / Pending / In progress / Completed | Status filter on the queue. | All |
| Priority | Low, Medium, High or Urgent. | Medium |
| Status | Pending, Open, In Progress, Completed or Rejected. | Open |
| Assign to | Unassigned, yourself, or a team member. | Unassigned |
Pick the client before the project
The project list on New Request stays empty until a client is selected — it is populated from that client's projects.
Inside a request
The detail page is where the work happens.
| Control | What it does |
|---|---|
| Status | pending, open, in_progress, completed or rejected |
| Internal notes | Notes for your team. The client never sees these |
| Assign to | Who owns the request |
| Priority | Low, Medium, High or Urgent |
| Attachments | Files on the request |
| Comments | A thread the client can read and reply to |
The Overview panel shows Created, Waiting, Updated, Assigned, Resolved and the Request ID — quote the ID when you need to talk about one with support.
Comments are client-visible, internal notes are not
Two boxes on one page do two very different things. Anything you would not say to the client's face belongs in Internal notes.
Things you cannot do
- You cannot set a request to Cancelled. Cancellation is a client-side action only. Use Rejected, or archive the request instead.
- Structured feedback and the Related page block on a client-submitted request are read-only. They are what the client sent you.
The unread marker
A red Unread client conversation marker means the client has commented and nobody has read it. Read markers are per person — a teammate opening the request does not clear yours. Open it and read the thread yourself.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| You cannot set a request to Cancelled | Cancellation is client-side only | Use Rejected, or archive it from the inbox |
| The project dropdown on New Request is empty | No client is selected yet | Pick the client first |
| A red unread marker will not clear | Read markers are per person | Open the request and read the thread yourself |
| A request is missing from the list | It is archived, or a status filter is excluding it | Switch the lens to Archived and set the filter to All |
| You cannot change status, assignee or priority | You have Requests view but not Requests (edit) | Ask an owner to grant the edit permission |
| The client did not hear about a status change | Their Request status + comments notification category is off | Check it under Settings → Access on their portal |