Client requests
Let clients ask for work from the portal, then accept it as a task or decline it with a reply they can read.
What a client request is
Clients always have something they want done: a new page, a fix, a question. Without a place for it, those asks arrive by email and get lost. The Requests tab in the portal gives them a place to ask, and gives you a queue to answer.
What the client does
- In the portal, the client opens Requests and starts a new request.
- They give it a title and details, say how urgent it is, and can add a link.
- They send it. Any portal user of that client can ask. In preview mode the Requests tab is read-only.
What you do
New requests appear on the Client requests page in the SEO Ops menu, with a count in the sidebar. Urgent ones are marked. Each request has two choices:
- Accept. SEO Ops creates a client-visible task in the Backlog for the client’s account owner. The client can see the task in their portal.
- Decline. Write a reply. The client sees your reply, so use it to explain, not just to say no.
A request is decided once. Filter the list by status (pending, accepted, declined) to see what is still open.
Who is told
The account owner is notified of a new request and the client is told the outcome. Email for notifications is off by default, like every notification; switch on the ones you want under Settings › Notifications.
Nothing is created without you. A request never becomes a task by itself. It waits for you to accept it, so a client cannot add work to your plan on their own.
Making requests work well
- Answer quickly, even when the answer is not yet. Decline with a reply that says what you will do instead, or accept and set the due date honestly.
- Use the task’s overdue reason if an accepted request slips. The client sees it on the Progress page. See Overdue reasons.
- Agree scope first. A request is a conversation starter, not a commitment. Your reply sets expectations.
Common questions
Where do requests live if I decline them?
They stay in the list with the status Declined and your reply, so you can see what was asked and what you said.
Can I turn requests off?
The Requests tab is part of the portal. If a client has no portal users, there is nobody to send requests.