Understand the request detail page
Updated September 20, 2026 · 1 min read
On this page
The request detail page brings everything about one request together: what the customer asked, who's working on it, the conversation, and its history.
Open a request
Select any request in the Requests list. Use Back to requests to return to the list.
Sections
Title
The request title comes from the customer's subject. Select it to edit. You'll see Title saved when it updates.
Request properties
The properties panel shows and edits:
Property | What it means |
Status | Where the request is in your process |
Severity | How urgent or impactful it is |
Request type | Bug report, Help, Feature request, or Feedback |
Team | The team responsible for it |
Assignee | The member who owns it |
Primary follower | A member who stays informed about it |
Reporter/contact | The customer who reported it |
Customer Q&A
The questions from your request form and the customer's answers. Expand or collapse it with Toggle customer questions and answers. If a question wasn't answered, you'll see No answer provided.
Submitted attachments
Files the customer uploaded with the request. You can preview and download them.
Email conversation
Emails between your team and the customer about this request. See Reply to customers by email.
AI summary
A short AI-generated summary of the request. See Summarize requests with AI.
Internal notes and activity
Internal comments: private notes for your team, with attachments and mentions
Activity timeline: a record of every change to the request
Customers never see internal content
Properties, internal comments, the activity timeline, and AI summaries are only visible to your team. Customers only see emails you send them.