As a member of an external service provider, you receive requests from case managers. This article shows you how to receive, handle, and respond to requests.
Requests at the External Service Provider
Administrator view
As an administrator of the external service provider, you are responsible for managing incoming requests:
See incoming requests — New requests appear in the requests overview in the "Assign expert" section with the status "Unassigned"
Assign expert — Assign the request to an expert on your team
Keep track — See the status of all requests at your external service provider
Expert view
As an expert, you see the requests assigned to you:
Assigned requests — All requests assigned to you appear in your overview
View case documents — You have access to the documents shared with you for the request. Until when your access lasts is in the email that adds you to the request, and on your own card under Recipients
Shared direct requests — A direct request without an administrator can name you alongside other people. Everybody on it reads the same chat, and you are notified of every new message. When somebody names you with @, your name is highlighted in the message — everybody on the request still sees it. The email about a new message names everybody on the request.
Removed from a request — If the sender or a workspace admin removes you, you are told you were removed from the request and the access this request granted you ends — unless another open request still names you. Access you received otherwise stays. The request then no longer appears in your overview.
Responding to a request
Open the assigned request
Read the question and review the shared documents
Write your response in the text field
Optional: "Attach files" — Add reports or other documents
Click "Send answer" — The answer is sent to the administrator for review
If a direct request names several people, the first answer settles it for all of them. Until then the request reads Waiting for the answer from Anna or Ben. As you send, you read the hint Your answer completes the request for every recipient; if someone was faster, amaise tells you Someone else answered first; their answer is now in the request — your own text stays, and you can send it as a message. Editing the answer afterwards is up to whoever wrote it; only once that person is no longer a recipient does it fall to the asker or to a workspace admin.
Review and approval (administrator)
After the expert responds, the administrator reviews the answer:
Check the answer — Read the answer and attached files
Make adjustments — Make changes to the answer if needed
"Share answer" — The answer is sent back to the requester
Internal chat
An internal chat is available for coordination between administrator and expert. It is visible only to you and the staff of your external service provider — the requester cannot see these messages.
Requests overview
In the requests overview (accessible via the left navigation bar), you see all requests addressed to you or your external service provider:
As an expert — Your requests appear in the "Open requests" and "Completed" sections
As an administrator — Requests are grouped by pending task: "Assign expert", "To be reviewed", "Ask for access", and "Completed"
Search — Use the search field to find requests by subject or case
💡 If your access to a case has expired, click "Ask for access" on the request — the case owner will be notified.