Once a client has access to a service, they can submit requests to you from their portal. This article explains what gives a client access, how they submit a request step by step, and the other ways a request can reach you.
Use case: A new client buys your Design Subscription from your catalog. Their account is created at checkout, so they can go straight to Requests, click Create Request and send you their first brief.
Before a client can submit a request
A client sees a service when they create a request if one of these is true:
They bought it from your catalog. Logged-in clients find your catalog under Services. When a new client pays by card at checkout, their account is created and they are logged in, so they can submit a request right away.
They bought it through an order form. Order forms work the same way as the catalog. See How to use custom order forms.
They paid by manual payment. A subscription paid by bank transfer starts once you mark its invoice as paid. Until then the service does not show up for the client. See How to manage manual payments.
It is your default service. A default service is available to every client, whether or not they have bought anything. It shows a Default service badge. See How to offer services for free.
A recurring service only shows while its subscription is active or trialing. If you pause a subscription, the client can keep submitting requests only if you turned on Accept new requests when pausing it. Hour-based and credit-based one-off services show while the client still has hours or credits left.
Clients also need the Submit requests permission. It is on by default. You find it in Settings > Modules and extensions > Users, under Clients. If you turn it off, clients don't see the Create Request button.
How clients submit a request
The client goes to Requests and clicks Create Request at the top of the page.
They pick the service the request is for and click Next. If they only have one service, ManyRequests skips this step.
They fill in the request form: the title and the questions you set up for that service. If brands are on, they can pick a Brand. If you let clients edit due dates, they also see an optional Due date field.
They click Create Request. The request opens on its activity page and your team is notified.
Good to know: if the service has add-ons and the client ticks one, they go to a checkout page to pay for it. The request is created after the payment.
Saving a draft
Once the client has typed a title, a Save as draft button appears next to Create Request. Drafts are listed on the Drafts tab of the Requests page, where the client can pick up where they left off. See How clients can create a draft request.
Other ways clients can submit requests
By email. When Create requests via email is on in Settings > Modules and extensions > Requests, clients see Or submit via email at the bottom of the form. Clicking it shows your portal's request address. See How to send requests via email.
From the Kanban board. With Allow clients to create requests as cards on, clients can add a request from the Kanban board with just a title. See How to use Kanban.
At checkout. For one-off services with Require request submission at checkout on, the client fills in the request form as part of the checkout. See How to create a one-off service.
Creating requests for your clients
You and your team can also create a request on a client's behalf from the admin side. See How to create a request on behalf of a client.
FAQ
My client doesn't see the Create Request button. Why?
Check that the Submit requests permission is on in Settings > Modules and extensions > Users.
A service my client bought is missing from the list. Why?
The subscription may be paused, cancelled or waiting for a manual payment, or the client may have used up the hours or credits of a one-off service.