FAQ

Getting started

Can I sign up myself? No. Someone in your organisation invites you — as a user if you’ll send requests, or as a team member if you’ll handle them.

What’s the difference between a user and a team member? Users send requests from the app. Team members handle them in the dashboard. Two separate lists, two separate invitations. See roles and access.

Do requesters see each other’s requests? No. The app shows only your own.

Using the app

Do I have to record a voice note, or can I type? The request starts from a voice note. Written detail goes in Notes (optional) — useful for codes and numbers that transcribe badly.

Can I attach a photo after sending? Yes, from inside the request’s chat. See chat and attachments.

Is my request deleted when it’s completed? No. It’s closed, then archived, and stays searchable.

Can I reopen a closed request? Write in its chat again and confirm with Yes, Please. See reopen a completed request.

Can I use the app in Italian? Yes — Menu → Language. It changes the interface only, not your requests.

Handling requests

What actually moves a request to In Progress? The first reply in the chat. Assigning it to someone does not.

Can the requester see Internal Notes? Never. They see the chat only.

What’s the difference between Follow Up and In Progress? In Progress is being worked on; Follow Up is waiting on something. Using Follow Up honestly keeps Avg Time per Request meaningful.

What does History do? Copies the request data to your clipboard, for pasting into another system.

Team and settings

Why doesn’t a team member see certain requests? Departments. A member only works with the departments assigned to them.

How do I stop requests arriving in the wrong department? Set Department Visibility per requester, under Users.

Who can change the plan? An Owner. See account settings.

How do I get alerted about urgent requests without watching the board? Keywords plus AI Notifications, under AI Features.