Customers ask for things from their portal with one Make a request button: more equipment, a service visit, a pickup, a dumpster (new, swap, pickup or more time), supplies, or a problem with a unit. Every one of those lands in Inbox → Requests as a request with a status, not as a message someone has to read and remember.
Where requests show up
- All: everything waiting on the office, urgent first, then oldest.
- Equipment & service: more equipment, service visits, pickups and problem reports.
- Dumpsters: new dumpster, swap, pickup and extension requests (shown only when you rent roll-offs). The same queue is still on the Roll-Offs page as Customer requests.
- Supplies: supply requests (Growth plan), the same list the Requests button on the Consumables page opens.
- Bookings: online bookings from your website waiting for approval (shown only when online booking is turned on).
Plans
Inbox → Requests is on every plan, so the Inbox appears in the sidebar for every company. Below Growth the Inbox opens on Requests and its Messages tab (customer conversations) shows an upgrade card. Only the Supplies section needs Growth.
Notifications
A new request notifies admins and dispatchers by bell, push and email, and the notification opens the request. Each person can turn any of the three off under Settings → Notifications → Customer Requests. That one row covers every kind of request.
Working an equipment & service request
The Equipment & service list has New · Scheduled · Done · Declined · Cancelled. Each row shows the customer, what they asked for (for example "4 × Standard Unit", "Cleaning", "Pick up all units"), the location (or New location with the address they typed), the day they want, an Urgent tag when they marked it urgent, and their notes.
The main button books it:
| Request | Button | Job it opens |
|---|---|---|
| More equipment | Book delivery | Delivery, with the product and quantity, the location, the date and a pickup on the day after "Needed until" |
| Service visit | Schedule service | Service |
| Pickup | Schedule pickup | Pickup |
| Problem | Schedule a visit | Service |
The job wizard opens filled in from the request: customer, location, job type, the requested day (unless it has passed), priority for urgent requests, and notes that start with "Customer request: …". When you save the job, the request moves to Scheduled and the customer gets "Your delivery is scheduled for Tue, Oct 6." (or the service, pickup or visit wording) in their portal messages.
From the ⋮ menu:
When the booked job is completed, the request moves to Done on its own. If the job is cancelled, the request goes back to New so it isn't lost. Dumpster requests follow their job the same way.
What the customer sees
The customer's portal lists every request under Your requests with its status (Requested, Scheduled, Done, Declined, Cancelled). They can withdraw a request until the office acts on it; a withdrawn request reads Cancelled and leaves your queue. Every request and every decision is also a message in the customer's portal conversation, so the back-and-forth stays in the Inbox.