Managing homeowner service requests
Move requests through a controlled lifecycle, keep private notes, post portal updates, reply, and open linked follow-up work.
Last updated August 26, 2026
When a homeowner submits a request in their portal, it lands in Tasks & Requests under Client Requests and triggers an operator notification. The request is a durable record tied to the homeowner and property, not a message that can get buried in a general inbox.
Request statuses
Each request moves through a defined lifecycle so the homeowner always knows where they stand:
- New: just received, not yet reviewed.
- Accepted: you've reviewed it and are taking it forward.
- Scheduled: the follow-up work has been planned or linked.
- In progress: the work is actively underway.
- Completed: the work is done and the request is closed.
- Declined: you aren't taking this one forward; send a clear reply so the homeowner understands why.
Handle a new request
- Open Tasks & Requests from the sidebar and choose Client Requests. New requests appear under New.
- Open a request to read the homeowner's exact wording, property, homeowner, linked work, conversation, and activity.
- Move the request to Accepted when you're taking it forward, or Declined when you are not. Send a clear reply before declining.
- Add a Private note for team-only context, or choose Homeowner update for a dated progress note that should appear in the portal. A homeowner update does not send an email or text.
- Use Send reply to ask a question or continue the conversation. Replies stay linked to this request.
- If work needs to happen, choose Create Task. Set the title, assignee, and due date. Creating linked work moves the request to Scheduled. Use Open task afterward to inspect or edit it.
- Move the request to In progress when work starts, then Completed when it's done. Completed and declined requests move to Past.
Use the New, In progress, and Past groups to separate requests waiting for review from active work and finished history. You can sort the queue with Newest first or Oldest first.
The shared history
Every reply, status change, linked task, private note, and homeowner update stays on the request. Operators see the complete record from Tasks & Requests, the property record, and the homeowner record. Homeowners see the request, its status, replies, lifecycle activity, and only the updates you deliberately mark for them. Any teammate picking it up has the context without chasing down a separate email chain.
