By default, requests submitted through the Customer Portal appear in the Requests tab for your internal team to review. With email notifications enabled, selected internal users also get an email the moment a new request comes in — so nothing slips through, even when no one's actively watching the app.
Set Up Email Recipients
Customer Portal admins can choose which internal users receive notifications. Here's how to get it configured:
Go to Customer Portal Settings in your FieldAware account.
Expand the Request Email Settings Notifications section, and click Add recipient.
Select one or more internal users as recipients. Only existing users in your FieldAware account are available — this keeps request notifications from being sent outside your organisation.
Save your settings. Selected recipients will receive an email each time a new request is submitted.
👏🏼 Tip!
Need to notify a shared inbox? Create an internal FieldAware user tied to the shared email address, then add that user as a recipient.
Turn Notifications On or Off
You can pause email notifications at any time without losing your recipient list. When notifications are turned off, no emails are sent — but your configuration is saved and ready to re-enable whenever you need it.
Go to Customer Portal Settings in your FieldAware account.
Expand the Request Email Settings Notifications section, and use the toggle to turn notifications on or off.
What's included in the notification email
Every notification email uses a standard template with the details your team needs to assess and act on a request quickly. The exact content depends on how the request was submitted.
Field | Anonymous request | Signed-in request |
Link to request | ✓ | ✓ |
Requester name | ✓ | ✓ |
Customer name | — | ✓ |
Location name and address | — | ✓ |
Email address and phone | — | ✓ |
Request questions and answers | ✓ | ✓ |
Sample |
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🗒️ Note: Anonymous Requests don't include verified user or location data.
Sample Anonymous Request
Sample Sign-In Request
Keeping your Recipient List Up to Date
Your recipient list stays in sync with FieldAware user records automatically, so there's minimal upkeep on your end. Here's how common changes are handled:
Change | What happens |
Name update | The updated name appears in Email Settings and in outgoing notification emails automatically. |
User archived | The user is removed from your recipient list and stops receiving notifications. Unarchiving them does not re-add them — you'll need to add them back manually. |
Email address changed | Future notifications go to the updated address automatically.
🗒️ Note: The FieldAware Support Team must handle email address changes. |
Related Articles
Customer Portal – Learn how customers submit Requests and track work
Customer Portal: Request Management & Conversion Tools – Learn how to manage and convert Requests once they are received