After opening a card in Pipefy, like an order, a purchase request, a support ticket or any type of task, you can follow the card’s status throughout the entire process. This way, it’s possible to be aware of its progress, ensuring that all stakeholders are well informed.
Through a link received by email, the user is redirected to a page where they can view the status of the cards created. But to requesters keep track of card’s status, admin users must first enable this option when creating Public Forms.
For admins: how to enable card status tracking?
If you have the admin permission in a pipe and want people to track their card’s status (especially if they are external users to Pipefy), simply enable the option in the settings of the Public Form.
Click on the Share button (either in the Start Form or in the pipe header), enable the form to Public and click on Customize. This is where you customize the form, such as adding a logo, texts, colors etc. Among the items you can enable, there is the option to track the progress of cards through emails.
Your requesters can now be aware of the status of cards created in this pipe. Attention: it is needed to enable the status tracking for each pipe you want.
Remember to update the pipe’s title, which is filled by default with Form. This way, requesters can easily identify the process in which they have opened cards (something especially useful amid a high volume of requests). Otherwise, on the Request Tracker page, it will appear that the card was created via Form, which is unclear.
🔔 IMPORTANT: all pipes in which the Public Form enables the requester’s email collection will have the Request Tracker enabled by default and your users will be able to access the tracking screen. If you don’t want this to be available in some of your pipes, don’t forget to disable the email collection.
Reminder: If you do not enable the Request Tracker Feature, the requester will not receive an email with any notification.
For requesters: how do I track the status of my cards?
It is quite easy for requesters to track the status of cards if this option is enabled in the first place. After the user finishes filling out the Public Form, an additional step pops up to them to enter their email and allow the request tracking.
In the email, the user will find a personalized link to access their requests. All requests created with the same email can be viewed through this link, even if they were created in different pipes or companies. After clicking on the link, you’ll need to choose the requests of which company you would like to follow (if there are more companies you’re a member of with the same email).
🔔 Attention: if the link to the button Access your requests doesn't work, click on the link below the button. Another option is to copy the link and paste it into the browser instead of directly accessing it; if you have a Hotmail or Outlook email, you probably will have to do this.
On the requests page, you can see information such as the number of cards opened and closed, card status (which phase they are in and when they were updated), card creation date, card ID and the assignees responsible for the current phase.
It's that simple! Here you can follow the current status of all cards you opened through Public Forms, in a centralized and fast way.
This way, you guarantee that you will not be lost amid the high volume of requests, regardless of what they are.
🔔 Mind this: the language in which the user will receive the email is the preferred language defined in the browser. For example, a user may have menus and buttons in English on Google Chrome, but if the preferred language is Portuguese, they will receive a Portuguese communication. Just go to the browser's language settings to change this configuration.
Exchange messages with requesters
If you want, you can communicate with the executors of the request even after sending it. To do so, simply click on the desired request on the Request Tracker page to open the card.
In the open card, you can see more details of the request, as well as send a message to the team responsible for the completion of the demand. Just write the message in the right corner, click on send and the person in charge of the request will receive the message directly on the pipe.
On the other hand, the executors of the request receive a notification of the message and view it in the pipe, on the same card created by the Public Form. All information exchange takes place within the card, ensuring the centralization of information.
When replying to requestors, they are notified by email and all messages exchanged are saved on the card. This way, it is easy to add information that may have been forgotten, for example, even after the request has been opened in Pipefy.
If you want, watch the tutorial video to learn more about the feature: