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GuideGetting helpWho this is for: Employees

Reply to a request

Answer the service team when they need more information from you.

Before you start

  • Sign in to the portal on your phone or computer.
  • Read the newest message from the team first, so your answer covers what they asked.

Steps

  1. Tap “My requests”.
  2. Tap the request you want to answer. Look for the status “We need something from you”.
  3. Read the newest message in the “Conversation” section.The “Conversation” section of a request with messages from the team.
  4. Find “Add a reply” at the bottom of the page.
  5. Type your answer in the “Your message” box.The “Add a reply” box with the “Your message” field and the “Send reply” button.
  6. Tap “Send reply”.
  7. Check for the message “Reply sent”.

What happens next

The service team sees your reply right away, and work on your request continues.

If your request was marked “Complete” and it is still not fixed, your reply reopens it. The screen says “Your reply reopened this request.”

Common problems

The screen says “Couldn't send your reply”

Check your connection, then tap “Send reply” again. Your message stays in the box.

I need to send a photo with my answer

Use the “Add a file” box on the same page. The guide “Add photos and files to a request” shows how.

Get help

If you cannot reply, ask a coworker or your supervisor to contact the service team. Give them your request number.

Related guides

Last checked July 17, 2026 · Checked against PR #35