The request overview is your central point for all collaboration requests. You can access it via the icon in the left navigation bar.
If you work as an external employee of an external service provider, the request overview is your main view in this workspace. Here you see all requests addressed to you or your team.
Two request types
In the request overview, you find both request types side by side:
Formal requests — Structured requests to external service providers with assignment, response, and review
Direct requests (chat) — Quick chat requests to individual colleagues or external persons
Filter requests
You can narrow down requests using the filter bar:
Search field — Search by subject or case name
Assigned to me — Shows only requests assigned to you
Status — Filter by a specific status (e.g., In progress, Completed)
Sender — Who created the request?
Recipient — Who is the request addressed to?
Status — Formal requests
Formal requests go through the following statuses:
Draft — The request has been created but not yet sent
Unassigned — The request has been sent but not yet assigned to an expert
In progress — The expert is working on the response
Response under review — The administrator of the external service provider is reviewing the response
Completed — The request has been answered and closed
Additionally, there are two hidden statuses that do not appear in the standard view:
Cancelled — The request was cancelled
Archived — The request was archived
Status — Direct requests (chat)
Direct requests have a simplified status flow:
In progress — The request is open and active
Completed — The request has been answered and closed
There is no assignment or review step since the request goes directly to a person.
Navigate to a request
Click a request in the list to go directly to the related case and collaboration view. From there, you can edit, answer, or forward the request.