Service Requests

Receive, track, and resolve maintenance and service requests submitted by tenants — with team assignment, approval workflows, and two-way messaging built in.

Overview

Service Requests is the property team's primary interface for handling tenant-submitted issues. Tenants report problems through the HqO mobile or web app — temperature, lighting, cleaning, repairs, access issues, and more — and those requests appear here immediately.

Each request moves through a configurable status and approval workflow, can be assigned to a team or individual owner, and supports two-way messaging between staff and the tenant who submitted it.

Navigate to HqO Admin > Operations > Service Requests to get started. The URL is gohqo.co/admin-work-orders.

💡 Tip: Use the Company filter to quickly view all open requests from a specific tenant organization.

Request list

The main table shows all incoming requests with the following columns:

Column	Description
Request	Service type name and the submitting tenant (name + company)
Date & Time	When the request was submitted
Description	Full text of the tenant's description
Building	Property and specific location within the building
Assigned to	The team or individual owner assigned to handle the request
Approval	Approval status if the service type requires approval before work begins
Status	Current resolution state of the request

You can update the Status for each request directly from the table without opening the detail view, using the inline dropdown in the Status column.

Filters and search

Filter	Options
Search	Full-text search across request title and description
Company	Filter by tenant company
Date	Filter by submission date range
Category	Filter by service category (e.g., Cleaning & Waste, Repairs & Maintenance)
Issue Type	Filter by specific service type within a category
Status	Filter by resolution status
Assigned to	Filter by assigned team or owner

Use View to toggle column visibility, and Export to download the current filtered list as a CSV.

Request detail

Click any request to open the full detail view. This is where you manage the lifecycle of a specific request.

Request details panel

Field	Description
Service Type	Category and specific type (e.g., Temperature & Air > Too Cold)
Requested by	Tenant name and email
Company	Tenant's organization
HqO Request ID	Unique alphanumeric ID (format: SR-XXXXXXXX)
Requested Date	Submission timestamp
Location	Building and specific floor, room, or area
Description	Full text of the tenant's issue

Billing panel

Displays whether the service type is Free or has an associated charge. Paid service types require Stripe integration — contact your HqO account team to enable.

Approval panel

Appears when the service type is configured to require approval before work can begin. While a request is pending approval, the Status field is locked and cannot be changed.

Approval state	Description
Pending	Awaiting approval from the designated approver
Approved	Approved — status can now be updated
Denied	Request denied — tenant is notified
Waiting for [role]	Indicates which role must act (e.g., Waiting for Property Team)

💡 Tip: Approval requirements are configured per service type in Settings > Service types. If a service type doesn't require approval, the Approval panel does not appear.

Assignees panel

Assign the request to a team or to a specific owner within a team.

1. Search by name, email, team name, or category.
2. Select the team. All team members appear as individual Assign Owner options.
3. Click Assign Owner next to the person responsible.

A request can have one team assigned with one designated owner. The assigned team receives an email notification when a new request is submitted (if notifications are enabled in Settings).

Messages panel

Two-way messaging with the tenant. Messages sent here are visible to the tenant in the HqO app. Attach files using the Attach file button.

Internal Notes panel

Staff-only notes. Not visible to the tenant. Use for internal coordination, updates, or context.

Case Files panel

Files attached when the case was created (via tenant attachment) or added through the Messages section. All file attachments are accessible here.

Location Details panel

Shows the building and specific location string the tenant entered when submitting the request.

Core workflows

Assign a request

1. Open the request.
2. In the Assignees panel, search for a team or person.
3. Select the team, then click Assign Owner next to the individual.

Update request status

From the list view:

1. Find the request in the table.
2. Click the Status dropdown in the row.
3. Select the new status.

From the detail view:

1. Open the request.
2. Click the status pill at the top right.
3. Select the new status from the dropdown.

⚠️ Note: Status cannot be changed while a request is pending approval. Approve or deny the request first.

Approve or deny a request

1. Open the request.
2. In the Approval panel, click Approve or Deny.
3. Once approved, the status field becomes editable and the assignee can proceed.

Add or reply to a message

1. Open the request.
2. In the Messages panel, type your message in the Add a message field.
3. Attach a file if needed.
4. Click Send. The tenant receives a notification.

Create a request manually

1. From the Service Requests list, click Add service request.
2. Select the service type (category > type).
3. Search for and select the tenant.
4. Fill in building, location, and description.
5. Click Save.

Export requests

1. Apply any filters you want to include.
2. Click Export.
3. Download the CSV file.

Resolution statuses

Status	Color	Description
New	Purple	Submitted and awaiting review
In Progress	Orange	Assigned and being worked on
Completed	Green	Resolved and closed — cannot be modified
Cancelled	Gray	Withdrawn or invalid
Pending	Yellow	Custom status; configurable in Settings

Completed and other terminal-state requests cannot be modified. Custom statuses can be added in Settings > Statuses.

Settings

Access settings via the ⚙️ gear icon next to the Service Requests page heading. Settings are organized across seven tabs.

Settings tab

Request form settings — Configure which fields appear on tenant submission forms:

Field	Type	Default
Location	Text input	Enabled, not required
Description	Textarea	Enabled, required
Attachments	File upload	Enabled, not required

Access control:

• Allow tenant admins to manage service requests — When enabled, tenant admins can create, review, and update requests for their buildings.

Notification preferences:

• Notify requestor — Sends confirmation and status updates to the tenant who submitted the request.
• Notify assigned team — Sends email to the assigned team when new requests arrive.
• Notify on status changes — Sends email when status is updated or comments are added. Customizable per service type and status.

Display settings:

• Identifier — The prefix used in request IDs (default: SR, producing IDs like SR-123456). Editable.
• Admin alert — Optional banner with a custom message shown to admins on the Service Requests page.

Request forms tab

Create custom form templates that control which fields appear for tenants when they submit a request. The default form applies to any service types not assigned to a custom template.

• Click + Create template to build a custom form.
• Assign templates to specific service types via Settings > Service types.

Statuses tab

Manage the set of resolution statuses available for requests. Built-in statuses (New, Completed, Cancelled, In Progress) can be edited but not deleted. Custom statuses can be added and deleted.

• Click + Add status to create a new custom status.
• Each status shows a Type Count (number of service types that use it).

Service types tab

Organize request types into categories and configure approval workflows, team assignments, and custom statuses per type.

Categories group related request types and display as a browseable menu to tenants. Default categories:

Category	Description	Default team
Cleaning & Waste	Trash, recycling, carpet, windows (10 types)	—
Temperature & Air	Too hot, too cold, air quality (5 types)	Engineering Team
Repairs & Maintenance	Broken fixtures, leaks, structural (13 types)	Engineering Team
Access & Security	Keys, badges, locks, spaces (9 types)	—
Hospitality & Concierge	Deliveries, event setup, general help (6 types)	Property Team
Signage & Facilities	Directories, parking, signage (3 types)	—
Other Requests	Catch-all for unlisted types (3 types)	Property Team

Click + Add category or + Add service type to extend the list. Service types can be configured with:

• A designated team
• An approval requirement (which role must approve before work begins)
• Custom statuses

Teams tab

Create and manage the staff teams that handle service requests. Each team has:

• A name and description
• An enabled/disabled toggle
• A list of team members
• Assigned service categories and types

Default teams:

• Property Team — Default team with all property admins. Handles Access & Security, Hospitality & Concierge, Signage & Facilities, Other Requests.
• Engineering Team — Handles Temperature & Air, Repairs & Maintenance.

Click + Add team to create additional teams. Assign members by searching for users in your building.

Connected accounts tab

Connect external platforms to sync service requests:

• Salesforce — Syncs service requests with Salesforce cases. Click Connect to authorize your Salesforce account.

Additional integrations may be added over time. Contact your HqO account team for details.

Message suggestions tab

Create preset message templates for quick replies to tenants. Templates appear as suggestions when staff are composing a message on a request.

• Click + Create template to add a preset message.
• Templates can be scoped to specific service types (Type Scope).

FAQ

Can I assign a request to more than one team or person? Each request has one assigned team and one designated owner within that team. If a request spans multiple teams, route it to the primary responsible team and coordinate internally.

Why can't I change the status on some requests? Requests pending approval are locked until approved or denied. Completed requests are in a terminal state and cannot be modified.

Can tenants see staff messages? Yes. Messages in the Messages panel are visible to the tenant in the HqO app. Use Internal Notes for staff-only communication.

How do approval workflows work? Approval is configured per service type in Settings > Service types. When required, a designated approver (team or individual) must approve the request before it can be actioned. The Approval panel shows the current state and blocks status changes until resolved.

Can I change the request ID prefix? Yes. Go to Settings > Settings tab and edit the Identifier field. The prefix applies to all new requests going forward.

How do I add custom request types? Go to Settings > Service types and click + Add service type. Assign it to an existing category or create a new category with + Add category.

Need help?

Contact your HqO account team or email appsupport@hqo.co.

Related

• Visitor Management — Front desk and guest management
• Users — Manage building staff and their admin roles