How to create and manage requests in the Zuper web app

How to create and manage requests in the Zuper web app

The request module in Zuper streamlines the process of handling service inquiries, offering a centralized platform for both customers and back-office staff to initiate and manage service requests. The Request module seamlessly integrates with other Zuper features, allowing for smooth transitions from initial inquiry to job completion.

Alternatively, if the customer portal is also enabled, customers can themselves submit and manage their service requests directly within the portal. This, in turn, helps businesses streamline service requests, enhancing efficiency. 

To use the request module efficiently, it is important to configure request settings.  Once the settings are configured according to your business needs, follow these steps to create a request.  

Navigation: Request -> + New Request


Request creation

1. Select the “Request” module from the left navigation menu.
All requests raised by customers will appear on the Requests listing page.  
2. Click the “New Request” button on the top right corner to create a new request. 


3. Choose the service requested by the customer and click the “Choose Service” button to confirm the service (these services appear based on the configuration you set on request settings).  


4. Once the service is selected, the unit price for the service will be auto filled. 
5. Enter the request details in the “Request title” and “Description” fields.  


5. Choose the customer’s preferred dates and time slots to perform the request. 


6. Specify the due date, request source, and priority for the request.  


7. Add customer/organization to save the request. To do so, click "Add Organization" or "Add Customer." 
Note: You can either choose an organization or the Customer. 

8. Choose the Organization/Customer from the list and click “Save Request.” 


9. The request will be created successfully.

Request quick actions

  1. Use the "Update Status" to update the status of the report.
  2. Use the "Convert to Job" to convert the request into a job.
  3. Use the "Convert to Quote" to convert the request into a quote.

Managing request

The Request Details page allows you to view and manage all the information related to a request and all its associated records.
You can access the Request Details page directly after saving a request or from the request listing page.  

Requests listing page

1. Select the “Requests” module from the left navigation menu. You will see a comprehensive list of created requests, with details such as ID, request title, customer/org name, due date, preferred date, status, and more. 


2. Use the "Customize" button at the top right corner to customize the fields displayed. Check the boxes next to the fields to include or uncheck to remove them from the listing page. You can also rearrange the order of appearances of fields in the listing page. Simply drag and drop the fields to your preferred positions.


3. Use the "Filter" button to apply filters based on specific fields. 


4. Click 'Add Filter' to select specific fields and apply conditions. After applying the conditions, click the 'Apply Filter' button to view the results. You also have the option to save the applied filter, which will be added to your quick filters for future use.

Request details page

To view the request details page, follow these steps:

1. Click “Request Title” or “Request ID" from the request listing page.  The specific Request Details page appears. 


The Request Details page features a three-column layout, providing quick access to information and actions in each pane.

 
1. Left panel  
The left pane displays the service name, due date, priority, and status.

Below this information, you will find the quick actions bar with contextual buttons such as Update Status, Convert to Job, and Convert to Quote.

Below the quick actions bar are the navigation menu and the status history.

1.1. Update Status 

Request statuses represent stages or checkpoints that field technicians and back-office users, such as dispatchers and supervisors, use to track the progress of a request. To update the status of a request, follow these steps:

1. Click the "Update Status" button on the quick action bar. 


2. Choose the current request status and click the “Update” button. The status will be updated successfully. Note that the statuses available here are those configured in the request status settings. 


3. You can view the request status history in the "Status History" tab. From here, you can delete a status by clicking the context icon or roll back the most recent status update by using the Rollback icon next to the status name.


 1.2. Convert to Job 
Once the request has been created, you can convert it to a job if needed. To do so, follow these steps:

1. Click “Convert to Job” on the quick action bar at the left.  A sidebar will appear with prefilled details, including job title, job category, organization/customer name, due date, priority, and service address.

Note: If you want to add more details to the job, click “Create Detailed Job” at the top right corner. This will redirect you to a new page. 
2. Add more information, such as service tasks, parts/services, assets, contracts, and attachments.
3. Click the “Create Job” button. The job will be created successfully and associated with the request.  


1.3. Convert to Quote 
Once the request has been created, you can convert it into a quote and send it to the organization/customer. After the customer approves the quote, you can then create a job to fulfill the request. To do this, follow these steps:

1. Click “Convert to Quote” on the quick action bar. A sidebar will appear with prefilled details, including quote title, job category, organization/customer name, due date, priority, and service address.


2. Add any additional details as needed, such as service tasks, parts/services, assets, contracts, and attachments.
 
3. Once done, click either “Save as draft” or “Save & Send”, depending on your choice. After sending the quote to the customer and receiving their approval, you can create a job to fulfill their request. 


1.4. Navigation  
Navigation provides quick access between different pages or sections within the module. Here, you can easily access request details, comments, and activity through the navigation menu.  

1.4.1. Details 
When you click "Details," you can view the primary details of the request in the middle pane.  


1.4.2. Comments 
Comments can be added by both customers and admins to provide additional context to a request. These comments can include text, image videos, or documents. All comments are visible under the Comment section in the middle pane.
 To add a comment, follow these steps: 

1. Click the "Comment" option in the left navigation menu and enter your comment. To mention or tag other users, use the "@" symbol within your comment. This will directly notify or address specific individuals. To attach multimedia files, use the attachment icon. 


Comments visibility 
You can set the visibility for comments added to a request:
  1. Internal (Default) – The comment will be visible to all Zuper users in your account.
  2. Private – The comment will be visible only to the user who created it.
  3. Public - The comment will be visible to everyone, including the customer.
    Once set, click the "Send" button to post the comments.  


2. After posting a comment, you can edit, delete, or change its privacy settings by clicking the three-dot icon next to the comment. You can adjust the privacy settings to Internal, Private, or Public as needed.


1.4.3. Activity 
The Activity section logs all actions performed within the request feature, including the usernames of those who performed them.

2. Middle panel  
By default, the middle pane displays the primary details of the job. You can view additional information, such as comments and activity, by selecting these options from the navigation menu.

For example, when you click "Details" in the left navigation menu, you can view the complete details of the request in the middle pane. Similarly, you can view comments and activities by selecting these options.

 
3. Right panel  
In this section, you can view pre-filled details based on the request. Additionally, you can assign users, associate customers, properties, and other records to quickly create a new job.


3.1. Assign User 
To assign a user to the job, follow these steps:  
1. Click the “+” icon next to the User Assigned.  


2. Choose a user either individually or from a team, and click the Assign button next to their name to assign them the job. To unassign a user or add new ones, click the Unassign icon.
3. Once you’ve made the changes, click Update to successfully assign the user to the request.


3.2. Associate Job  
To associate a job, follow these steps: 

1. Click the “+” icon next to the Jobs Associated.  


2. Add the job details and click “Save.”  To add more details to a job, click “Create Detailed Job” at the top right corner.  
 
3.3. Associate Quote 
To associate a quote to the request, follow these steps: 

1. Click the “+” icon next to the quotes associated. A new quotation creation page appears with pre-filled details from the request.  


2. Add details like quote details, parts/services, and any attachments as needed. 


3. Click “Save as Draft” or “Save & Send” based on your preference. After sending the quote to the customer and receiving their approval, you can create a job for them.


3.4. Contracts and Assets 
Any contracts or assets associated with the request will be displayed here.


3.5. Attachments  
Attachments can include images, videos, audio files, PDFs, DOCs, XLS files, or ZIP files. To add an attachment:

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


2. Click or drag and drop the file from your computer (Note: Maximum file size is 20 MB). Once uploaded, click “Close”. You can also preview or remove attachments as needed.


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