> ## Documentation Index > Fetch the complete documentation index at: https://docs.superoffice.com/llms.txt > Use this file to discover all available pages before exploring further. # Create a request > Create a request A request can arrive in the system via an email from the customer, or you can register it manually via the **New request** screen. This would be the case if a customer makes an enquiry by phone. ## Steps 1. Click **New** on the top bar and select **Request**. Alternatively, if you are in the **Requests** section tab on a contact, click **Add** to create a request with the contact prefilled. 2. In the **Title** field, give the request a descriptive name. 3. Add a contact in the **Search for contact** field (if not prefilled). Start typing the name (or phone number) and choose from the results. * Optionally, you can skip this step and add the contact later. 4. Use the **Request properties** panel on the right to assign and prioritize the request. * Select **Request type**, **Status**, **Owner**, **Category**, **Priority**, and other properties. The request type affects default values and available statuses and priorities. If a [relation rule][20] requires a parent to be set for this type, you must specify a parent request before saving. 5. Go to the **Messages** tab to compose the request message: * In the **To** field, add the recipient(s). Start typing the contact's name or email and select them from the list. * Optional: Click **Cc/Bcc** to add recipients as a copy or blind copy. * Enter the message text, attach files, or insert reply templates. The default request signature will be added to the message. You can edit the signature directly in the message or edit your default [email signature][11]. 6. Go to the **Details** tab to optionally link the request to an existing sale or project. 7. Click **Send** to save and send the request. ![Request properties and message of a new request -screenshot][img1]

Key fields explained

The following fields are available in the Request screen. Some fields are filled automatically, while others require input. Fields and layout may vary based on [Screen designer][10] configurations and other UI customizations. This tab is where you compose and manage the request message. * Add recipients in the **To** field. * Recipients are automatically added as request contacts. The first recipient becomes the main contact. * Add multiple recipients, and reorder them by clicking and dragging. * To include a recipient without registering them as a contact, enter their email address. They will receive the message but will not appear as a request contact. * Leave the field empty if you do not want to send the message. * Click **Cc/Bcc** to add additional recipients as a copy or blind copy. * Include a message body, attachments, [reply templates][2], or FAQ entries. * Use **Internal/External** to determine whether the contact can see the message in the Customer Centre. * Use the timer to track time spent on handling the request. The message editor functions like a word processor, allowing you to compose, format, and enhance your messages. Below are the key tools and their purposes: | Icon | Action | Description | | :-----------------------------------------------------------------: | ----------- | ------------------------------------------ | | | Toolbar | Show or hide text formatting options. | | | Attachments | Add files or CRM documents to the message. | ### Attachments To attach files or CRM documents: 1. Click . An **Attachments** field appears below the **To** field. 2. Add attachments using one of these methods: * Click **Upload files (or drag here)** to select a file from your computer. * Drag and drop files into the **Attachments** field. * Click **Choose a CRM document** to select a file stored in SuperOffice CRM. ### Insert To enhance your message with additional content: 1. In the **Properties** panel, click . 2. Choose what to add: * **Reply template:** Insert pre-written text. * **FAQ entry:** Add a knowledge base article. 3. If reply templates are available in multiple languages, you can select a language. ### Time spent The clock starts automatically when you create the request. You can stop the clock by clicking , and also re-start the clock by clicking . For details on registering time spent, see [Record time spent][3]. The **Details** tab contains additional information on the request. Here you will find information like when the request was created, when it was last changed, closed or replied to, when it was read by the owner or contact and extra fields. This information is updated automatically during the lifespan of the request, but there are some fields that can be edited when the request is created: * **Relation:** Link this request to another related request. * **Access level:** An alternative way to adjust the visibility of the request. Changes made here are reflected automatically in the **Request properties** panel. * **Sale/Project:** Connect the request to an existing sale or project. * **Extra fields:** Additional [custom fields][16] based on your organization's setup. The **Properties panel** allows you to categorize and assign the request. * **Request type:** Determines default values and status options. * **Status:** Set to **Open** (in progress), **Closed** (completed), or **Postponed** with a specified follow-up time (at which the request is set back to Open). * **Owner:** Assign the request to yourself, another user, or leave it unassigned. * **(Automatically assigned):** The system assigns the request based on assignment rules. * **(Unassigned):** The category members share responsibility for the request. * **Category:** Choose the relevant category for the request. * **Priority:** Assign as **Low**, **Medium**, or **High**, or let the system determine it (for example, based on [escalation levels][9]). * **Access level:** Set as **External** (visible to the contact) or **Internal** (hidden from the contact). * **Tags:** [Add relevant tags][4] to help organize and search for the request later. If the panel does not show properties like in the previous screenshot, click