What it does
A request page shows what the client reported, an AI-generated diagnosis (probable cause, evidence, confidence, suggested category and severity), an Estimate panel once a diagnosis has settled, the full conversation, and a details rail (priority, category, assignee, service level).
How to
- Click Assign to me to take a request, or use Move to… for its status — Waiting on client, In progress, Resolved, Closed appear first; the rest live under More.
- Moving a request opens an optional "Tell the client (optional)" box — anything you type there is recorded as a client-visible reply before the status change.
- If a diagnosis carries a priceable hint, click Draft estimate: edit the line items, assumptions and ETA, then Send to client — sending is blocked with a tooltip while any line item is unpriced.
- Once sent, the client can approve or decline it from the portal; a decline lets them leave an optional reason. Revise estimate expires the sent one and starts a fresh draft.
- Reply to the client or leave an internal note (never client-visible) from the composer.
Limits & defaults
| Setting | Default |
|---|---|
| Diagnosis re-run rate limit | 3 re-runs per ticket per hour |
| Manual status moves | Estimated/Approved can never be set by hand — only as a side effect of sending/approving a real estimate |
| Estimate expiry | 14 days after being sent, with a reminder to the client ~48 hours before |
| Only one active estimate per ticket | Drafting a new one while one is sent expires the old one — never silently |
| Permissions | Owner, admin and tech may draft/edit/send estimates and diagnose; viewer is read-only |
Troubleshooting
"Draft estimate" isn't offered
It appears once a diagnosis has settled (done or needs-a-person) — not while it's still queued/gathering/diagnosing.
An estimate has a zero-priced line
That means no rate-card item matched the diagnosis's hint — edit the line before sending; Send is disabled until every line is priced.
The client says they never got a reply
Confirm the reply box was used (not an internal note) — internal notes never reach the client by design.