Switching Work Requests on gives clients a way to ask for work without phoning the office — and unlocks the matching Work Requests page in your PSS sidebar, under Work Management, where those requests land. While the Client Portal module is off, that entry shows a padlock and the page opens behind a card headed Work Request is part of the Client Portal module (dismiss it and a Purchase Module banner takes its place). Once the module is owned, the entry is hidden altogether if you switch the Work Requests section off on the General tab.
Each new request raises the Client Submitted Work Request notification to your admins and property managers (Section 9 — Notifications).
The list shows Requested On, Client, Property, Client Request, Internal Note, Desired Date and Status, with All / Open / In Progress / Closed tabs across the top and a search box for client or address. The counts in the tabs tell you at a glance how much is waiting.
Click a row to open it.
The panel holds:
- Client, Requested On, Desired Date, Property and Last Updated.
- Request Notes — what the client typed, in their words.
- Attachments — any photos or PDFs they added. A photo of the problem is often the fastest way to know what you are dealing with.
- Reply To Client — your answer, which the client sees in the portal.
- Attached Job(s) — link the request to a job so the work and the request stay together. The + button offers Add Job (creates a new job and links it) or Attach Existing Job (opens a picker). Each linked job shows as a card with its own menu — Edit or Detach.
- Internal Note — for your team only; the client never sees it. Click Add Note, type it and click Done.
- The status selector in the panel header: Open, In Progress or Closed.
Replying
- Click Add Reply.
- Type your answer.
- Leave Send email to the client ticked to email it as well as showing it in the portal; untick it to update the portal only.
- Click Send.
The reply is stored on the request, with a pencil icon to edit it later. Clearing the text while editing turns Send into Remove, which deletes the reply. The client is emailed Reply to your service request (or Updated reply to your service request for an edit) with a View In Client Portal button, unless you unticked the box.
On the client’s side it appears in the Reply From Office column of their Work Requests list (29.11), so they can follow the request without calling you.
Tip: Move a request to In Progress when you have picked it up and Closed when the work is done or the answer is given. The client sees the status change, which is usually enough to stop a follow-up call.