Projects and requests
Overview
Two areas show work in progress: Projects and Requests. Both work the same way — a list, a detail view with history, and you can reply. The difference is the occasion: a project is agreed work with a timeframe, a request is a single matter.
If one of the two does not appear in your navigation, your provider has not enabled it.
Core tasks
Follow a project. The list shows your projects with their status. The detail view shows progress and the history — messages and feedback in chronological order.
Raise a request. Use New request to describe your matter. You receive a case number; every reply lands in the same place, whether written here or by email.
Reply and attach files. You write directly in the history. Attachments stay with the case and are visible to both sides.
See where things stand. The status says whose turn it is. If a case is waiting on you, you see that in the list without opening it.
Fields in detail
The What it does column answers what changes in the system — not what the field is called.
Raising a request
| Field | Required | Values / format | What it does |
|---|---|---|---|
Subject title | yes | text, max. 255 characters | What it is about. The line your request appears under for the agent — a telling subject speeds up routing. |
Description description | no | text | Your request. The more concrete, the fewer follow-up questions. |
Priority priorityId | no | the offered levels | How urgent it is from your point of view. The binding deadlines follow from your contract, not from this entry alone. |
Reply body | — | text | Your reply in the history. It lands in the same history the agent sees — there is no second channel beside it. |
Attachments attachmentIds | no | files | Files for the request or the reply. |
What you do not see: agents' internal notes, other customers, and anything not belonging to your customer account. The cut is made on the server, not in the display.
Projects
Projects show the state, not the workshop: milestones with date and status, released files and the communication history. Tasks, time entries and internal notes stay outside.
Settings & permissions
You only see projects and requests assigned to you or your company. Whether you may raise new requests is decided by your provider.
FAQ & troubleshooting
My reply does not appear in the history. Reload the page. If it is still missing, sending failed — the text is then still in the input field.
I cannot see my colleague's project. Access is personal; your account manager can extend the assignment.