Service Requests Beta
Triage requests from wherever you are: filter the queue, change a status, message the requester, assign personnel, and open a new request without going back to a desk.
Overview
Service Requests is the same queue you work in HqO Admin on the desktop, reshaped for a phone. Everything you change here writes to the same request — statuses, messages, notes, and assignments all appear immediately for colleagues working on the desktop.
Open it from the Service Requests tab in the bottom bar, or from the menu.
🔒 Permission required: Service Requests requires the Operator or Super Admin role. Without one of those, the tab doesn't appear, and opening a direct link shows "Service Requests Not Available." Roles are managed in HqO Admin under Settings > Roles & Permissions.
Browsing the queue
The list opens with every request in your scope. Two views are available from the tabs at the top:
| View | Best for |
|---|---|
| Card view | Scanning on a phone — each request is a tappable card with its type, status, building, and approval state |
| Table view | Comparing many requests at once; tap Columns to choose which fields are shown |
Search and filters
Use the search bar to match on request text, then narrow the queue with the filter bar:
| Filter | What it narrows to |
|---|---|
| Company | Requests submitted by a specific tenant company |
| Issue Type | A specific request type, such as HVAC or cleaning |
| Building | One building, when your scope covers several |
| Status | One or more statuses in your building's workflow |
| Approval | Requests by approval state — useful for finding what's waiting on you |
Filters combine, and Clear filters resets them all at once.
💡 Tip: Filter by Approval, then approve or deny straight from the list — approval buttons appear on the card without opening the request.
Working a request
Tap any request to open it. The detail screen has two tabs:
Details tab
| Section | What it holds |
|---|---|
| Approval | Shown when the request requires approval. Approve and Deny appear here if you're an approver. Once approved, the block moves below the request details. |
| Request details | Type, description, building, tenant, requester, location, and identifier |
| Custom fields | Responses to any custom intake form configured for this request type |
| Assignees | The team and individual personnel assigned to the request |
| Files | Attachments on the request |
| Internal notes | Staff-only notes — the requester never sees these |
Messages tab
The Messages tab is the conversation with the requester. Type a reply and send it, and attach files if you need to send a photo or document. Messages are visible to the requester, so keep anything internal in Internal notes instead.
Changing status
- Tap the ⋯ button in the top right of a request.
- Under Quick change status, tap the status you want.
A few rules apply:
- Only the statuses configured for that building and request type appear. The list is workflow-specific, not a global list.
- Approval gates status changes. If the request requires approval and hasn't been approved, the status options are disabled and a note reads "This Request requires approval before status can be changed." Approve it first.
- Closed requests are final. Once a request reaches a terminal status such as completed or cancelled, the ⋯ menu no longer appears.
The same menu has Edit Request for changing core information.
Approving and denying
When a request requires approval and you're one of its approvers, an approval block appears both on the card in the list and at the top of the request. Tap Approve or Deny.
If you're not an approver on that request, the block doesn't appear — approvers are configured on the request type in desktop HqO Admin.
Assigning personnel
Open a request, go to the Details tab, and use the Assignees section to set the responsible team and the individual personnel. Assignments made on mobile show up on the desktop and in any downstream notifications, exactly as if you'd made them there.
Creating a request
Tap the + button in the bottom action bar and choose Create Service Request, or open New Service Request from the menu. The form walks through three steps:
| Step | What you fill in |
|---|---|
| 1. Details | Building, request type, initial status, and a description of the issue |
| 2. Context | The tenant company and user you're submitting on behalf of, plus a specific location within the building |
| 3. Tags | Assigned personnel and any file attachments |
If the request type has a custom intake form configured, its fields appear in the flow and are validated before you can submit.
💡 Tip: Submitting on a tenant's behalf? Fill in the tenant and user in step 2 so the request is attributed to them and they receive the message thread — not to you.
Editing a request
From an open request, tap ⋯ > Edit Request. The edit flow uses the same three steps as creating one, pre-filled with the current values.
Related
- Service Requests in HqO Admin — the full desktop experience, including request type configuration, approval rules, and reporting
- Work Orders & Building Ops integrations — syncing requests with an external work order system
Next steps
Send communications from your phone