Managing Requests

Overview

The Requests section is where your team manages all incoming guest requests. You can view every request, filter by status or priority, respond to guests, assign requests to team members, and track progress from submission to completion.

Where to find it

From your event's navigation, select Concierge, then choose the Requests tab.

Understanding the request list

The request list shows all guest requests for the event. Each row displays:

Guest name — the guest who submitted the request.
Subject — a short title for the request.
Category — the type of request (for example, Transport or Dining).
Priority — how urgent the request is (Low, Normal, High, or Urgent).
Status — where the request is in the workflow.
Assignee — which team member is handling it.
Created date — when the request was submitted.
SLA indicator — a time badge showing how much time is left to respond, or how long a request is overdue.

Selecting any row opens the full request details.

Request statuses

Status	What it means
New	The request has just been submitted and no action has been taken yet.
In Progress	A team member is actively working on the request.
Done	The request has been completed.
Cancelled	The request was cancelled by the guest or the team.

Priority levels

Priority	Typical use
Low	Requests that are not time-sensitive.
Normal	Standard requests with a standard response target.
High	Requests that need a faster-than-usual response.
Urgent	Requests that require immediate attention.

Filtering and searching

Use the filters at the top of the list to narrow down the requests you see:

Search — type any keyword to search by guest name, email, or subject.
Status — show only requests with a specific status.
Priority — show only requests with a specific priority.
Category — show only requests in a specific category.
Assignee — show requests assigned to a specific team member, or unassigned requests.

You can also switch between Active, Trashed, and All using the filter buttons at the top right (visible if you have delete permission).

Statistics

At the top of the Requests page you will see a summary of the current state of your requests:

Metric	What it shows
New	Number of requests that have not yet been acted on.
In progress	Number of requests currently being handled.
Overdue	Number of open requests that have exceeded their response target.
Done today	Number of requests completed today.
Avg first reply	Average time in minutes before a guest receives a first response.
Avg rating	Average guest satisfaction rating across all rated requests.

Creating a request on behalf of a guest

If a guest contacts you directly and you want to log the request in the system:

Select New request at the top right of the page.
Search for the guest by name, email, or phone number.
Choose a category and priority.
Enter a subject and description.
Optionally set a desired date and time.
Attach up to 3 files if needed.
Check Notify the guest if you want the guest to receive a notification.
Select Create request.

The request is automatically assigned to you.

Viewing a request

Select any request in the list to open its detail page. Here you will find:

The full subject, description, and attachments from the guest.
The current status, priority, and category.
The desired date and time (if the guest provided one).
The guest's contact information.
The full conversation thread between the guest and your team.
The activity log showing every action taken on the request.
A star rating if the guest has left feedback.

Responding to a guest

From the request detail page:

Type your message in the response box at the bottom of the Conversation section.
Optionally select a canned reply from the dropdown to insert a pre-saved response.
Optionally attach a file.
Select Send to send your reply to the guest.

If you check Internal note, the message will only be visible to your team — the guest will not see it. Internal notes appear with a yellow border in the conversation.

Assigning a request

To assign a request to a team member:

Open the request detail page.
In the Assignment panel on the right, select a team member from the dropdown.
Select Save.

The assigned team member will receive a notification. Only team members with the correct permissions can be assigned.

Changing the status

To update the status of a request:

Open the request detail page.
In the Status panel on the right, select the status you want to move to.

Not all status changes are allowed at every point. The available options depend on the current status. For example, a Done request cannot move directly back to New.

When you move a request to In Progress and it has no assignee, the system will automatically assign it to you if you have the correct permissions.

Bulk actions

You can take action on multiple requests at once:

Check the boxes next to the requests you want to select (or use the checkbox in the header to select all).
Use the action bar that appears above the list to:
- Assign all selected requests to a team member.
- Mark as In Progress or Done.
- Trash all selected requests.

Deleting and restoring requests

To move a request to the trash, select the trash icon on the row or use the bulk delete option.

To restore a trashed request or permanently delete it:

Switch to the Trashed view using the filter buttons at the top right.
Find the request and use the restore icon or the permanent delete icon on the row.

Permanently deleted requests cannot be recovered.

Exporting requests

To download the request list as a spreadsheet:

Apply any filters you want (the export will match the current filter).
Select Export at the top right.

The file will be downloaded in CSV format and includes all visible columns: guest, email, subject, category, priority, status, assignee, desired date, created date, completion date, and rating.