👤 For super admins and admins
🔐 Available on all plans
🎯 For those who want to enable the tracking of requests for requesters
As your requesters create cards, like a purchase order or support ticket, they can track their status through the Request Tracker. It works like this: as filling out a public form, requesters receive an authenticated link via email, so they can stay on top of their submissions.
You just have to enable this option. Also, if you invite requesters as guests in your company in Pipefy, they'll be able to track this information through the requests area.
How to enable the Request Tracker
🔔 Attention: only admins of a pipe can configure this setting.
To enable request tracking, click on the Form Sharing button (1), located in the header of the pipe.
This is the form editing screen. Click on Public to anyone with the link to change the form's public access.
You can choose with whom to share the public form among the 3 options we have:
Restricted to selected users: Only selected groups and members can view and submit via this form.
Restricted to Organization's name: Anyone at Organization's can view and submit via this form.
Public to anyone with the link: Anyone with the public link can view and submit via this form.
Among the various options for editing the form we find here, we have the request tracking option. On the same screen, click the on/off button to activate it.
You can choose how to collect the requesters' email addresses with the options available of your choosing (depending on how many email fields you have under your
start form):
Your email: An email field must be available on the form.
Client email: An email field must be available on the form (if you have more than 1 email field under the start form).
Ask for the user's email: Non-logged users are prompted to enter their email before submitting. Bonus: You can set a Mandatory filling on this option.
If you don't want to enable the Request Tracker page, don't forget to have this button turn off.
🔔 Attention: Requesters can only track their information directly in Pipefy if you invite them as company guests or external guests. Otherwise, if they haven't been invited, they'll only be able to keep up with requests through the Request Tracker (via a link on their email).
Communication between requesters and agents
Pipe members and requesters can exchange messages through cards. To do so, the requester has to open the card, click on Contact an agent, and write their message.
Every time it happens, you will receive a notification. Open the card to reply to it. The card will keep a record of all messages exchanged.
To track requests without having to update the Requests page every time, keep an eye on your Notifications. You'll be immediately notified when you receive an email from the person working on your request or when it progresses in the process.
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