The request lifecycle

Every request moves through the same statuses. Both tools show them, with slightly different wording: the mobile app shows a request as Sent while the dashboard shows it in the New column.

Status	Meaning	Who moves it
New / Sent	Submitted, waiting for someone to take it	—
In Progress	Taken in charge, being worked on	A team member, by replying in chat
Follow Up	On hold, waiting for something	A team member
Completed	Resolved and closed	A team member, via Mark as Completed
Archived	Closed and filed out of the board	A team member

How a request advances

1. A requester records and sends it. It arrives in the dashboard as New.
2. The first reply in chat confirms someone has it. The status becomes In Progress, and the requester gets a notification.
3. If it can’t proceed — waiting on a part, a decision, an answer — it goes to Follow Up rather than sitting in progress.
4. When it’s resolved, Mark as Completed closes it.
5. Completed requests can be Archived to keep the board readable. Archived requests stay searchable; they are not deleted.

Reopening

A completed request is not final. If the requester writes in the chat again, the app asks whether to open it again; confirming with Yes, Please returns it to In Progress. See reopen a completed request.

Tip

Use Follow Up honestly. A board where everything sits in In Progress tells you nothing about what’s actually blocked, and it distorts Avg Time per Request in Analytics.