Manage Your Requests

This article walks you through how to view your requests, add comments to an open request, and create a follow-up request from a closed request. In addition, it provides a breakdown of each request status.

View your requests

To view your current requests:

1. Log in to the Zendesk portal using your Success community login.
2. Click your name in the top right and click (or right click for a new tab) Requests.

You'll be on your My requests page, which lists every request you've submitted.

• You can find an existing request by using the search field or use the Status menu to filter the list.

Add a comment to an open request

After you've submitted a request, the conversation doesn't necessarily end; in working to resolve the request, our Support team might contact you for additional information to assist them in satisfying your request.

To add a comment to a current request:

1. Locate your request in the list and click to open it.

2. Click in the Add to conversation field.

3. Add your comments in the text field. You can also: include the email addresses of people who you want CC'd about your comment and upload supporting files.
4. Click Submit to add your comment.

Create a follow-up to a closed request

If a request you've submitted has been solved/closed, you can create a follow-up request to re-open the conversation with our Support team. This is helpful if an issue you thought was resolved resurfaces or a directly related one appears.

TIP: If you have a lot of requests, choose Solved from the Status dropdown to refine the list.

1. Locate your request in the list and click to open it.
2. At the bottom of the request page, click the create a follow-up link.
3. This initiates the standard request-submission process, with all of the previous request's information intact. Make any changes and click Submit.

Request statuses

A submitted request can be in one of several statuses.

• Open - the request has been assigned to one of our Support staff who is working to resolve it.
• Awaiting your reply - the Support agent has a follow-up question for the requester. These requests typically remain so until the requester responds and provides the information the agent needs to continue resolving the request.
• Solved - the agent has resolved the issue. Solved requests are closed 10 days after they have been set to Solved. Until a request is closed, the requester can reopen the case. For example, the requester might feel that the issue is not resolved and reply to the request solved email notification.

Requests from others

People in your organization can submit requests and "CC" you so that you're aware. These requests are separated from your own so that you can manage them distinctly.

Organization requests

The Organization requests tab lists all of the requests for your organization.

• Click Follow to be notified when there are updates to any of these requests; the button refreshes to Unfollow which reverses your "subscription."
• Click a request title to access that request and add a comment.