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Pipefy for IT: How to keep requesters updated on the status of their tickets
Pipefy for IT: How to keep requesters updated on the status of their tickets

Empower users to view their requests' status without contacting the IT team.

Ian Castelli avatar
Written by Ian Castelli
Updated over a week ago

Estimated reading time: 3 minutes

When a person opens an IT request, they occasionally need to check its status. To avoid wasting time with communications between the IT team and requesters, you can create an automated status update flow with Pipefy features!

Try one of these two strategies:

a) Enable request tracking, a feature that sends the requester an emailed link to a status page for each of their requests, or

b) set up a trigger for an automated email each time a ticket moves through the IT flow.

Let's explore these options!

🔔 Attention: you must have pipe admin permission to set up these features or receive permission from an admin member.

How to enable request tracking

To allow requesters to track the status of tickets, click the Form button located in the header of the pipe. Then click on Edit.

Here we have the start form used by requesters to open tickets. Click Public View to set up and view how the form appears to public link users outside of Pipefy .

Among the many customizations you can make (such as background image, description texts, company logo, etc.), there is an option at the end to Allow request tracking.

By clicking this button, you can make more customizations, including the requesters' email delivery format, whether or not it is mandatory, and the option to collect it through a field in the form itself.

Once the button is enabled and you save the changes, all requesters will receive a link in an email directing them to a request status page.

After clicking the link, the user will be redirected to a page with all of their requests displayed in a single place. They can click on any request to see more information and exchange messages with IT, if necessary.

Of course, this data is only displayed if you enable request tracking. If you don't want to share the status of each ticket for any reason, there is another option.

💡Tip: Pipefy for guests

You can add requesters as company guests. Guest status allows them access to Pipefy and request status without receiving email links. Keep in mind that the requester must already be added to the platform by an admin member.

Notify status changes automatically via email

Let's assume you want to share specific information from open requests with your customers or employees rather than the full data of each process step. In this case, use email templates and create email automations.

For example, you want to notify a customer when an analyst starts working on their request (at this point, the card leaves the Screening phase and goes into Solving). We suggest creating an email template with dynamic fields and configuring an automation to send a message as the card moves from phase to phase.

Step 01: Create an email template

The first step is to create the email template. Click Emails, then Email Templates, and finally Create New Template+.

Create a message that makes sense for your needs, such as alerting the requester that their request is in progress. With dynamic fields, the body text is automatically filled in with the information from each card (ticket), ensuring operational speed and standardization.

After saving the email template, it's time to automate its sending.

Step 02: Email automation

Click on the Automate button located in the header of the pipe and then on Create Automation.

On the left side, let's choose the trigger Whenever a card enters a phase. On the right side, let's choose the Send an email template event. Just select the template we created and save the automation!

That's it! Each time a card moves to the Solving phase, an email will be sent automatically to the requester. No need for team members to take time to write out a message.

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