Customer Portal - Submit a Request
Last Modified on 05/14/2026 10:52 am PDT
Pathway: Customer Portal > Submit an Online Request
The Submit Request feature in the Customer Portal allows customers to submit a request. An account request is a specific action or information requested by a customer. To understand all setup required for the Customer Portal, reference the Customer Portal Setup article.
Given specific account requirements have been met, users can quickly initiate and submit a request mirroring the action of Add Account Request provided to dispatchers and CSRs via the application.
Criteria
The ability to Submit a Request from the customer portal is accessible after the customer logs into their portal account, if the following criteria is met.
- The Customer Portal Home Page selected includes the Requests section. For example, the AR Only home page does not include it but the Standard one does.
- There are account request types configured to Allow Self-Service Ordering. That is, the only account request options that will be displayed in the customer portal are those that have been configured to Allow Self-Service Ordering via the Account Request Type Setup.
Screen Descriptions
The following fields apply to the Create Request screen.
| Screen Option |
Description |
Date
|
Today's date; the date the request was made.
|
Type
|
The type of request being made. This is dependent on how Account Request Types are configured. See Criteria above.
|
| Note |
Information with respect to the request being made.
|
| Photo | Optional ability to add one or more photos to the request.
|
Submit a Request
After proper setup, the Requests section will be displayed in the lower area of the home page, with the option to submit a request.
To Submit a Request
- Select the Click Here to Submit Online Request hyperlink.
This will open the Create Request screen.
- Select the Type of request.
- Enter a Note with more details about the request.
- Optionally add one or more photos. Remember, sometimes a picture is worth a thousand words.
- Click Submit. The newly created request will be displayed in the Request area:
To View all Requests
All requests can be viewed by clicking on the can be viewed by clicking the View All Requests hyperlink as shown below. The Customer Request History screen displays all requests ever made with a status and, if completed, a resolution time and resolution note.
From Portal to Office: Application Visibility
Requests submitted via the Customer Portal behave identically to Account Requests created manually by staff from the application. This ensures that existing dispatching and CSR workflows remain consistent, regardless of who initiates the request.
Customer Account
Accounts > Account Request Management
Related Articles
Add Account Request
Account Request Management
