Service requests are how work gets done — but how you use them has a direct impact on how fast things move, how accurately tasks get completed, and ultimately how far your service credits go. This guide covers what to expect from the process and how to make sure every request counts.

Fun fact: Our recent statistical analysis of aggregated historical service request data over the last 15 years conclusively shows that direct/literal/context-rich communication correlates to faster and more accurate service request outcomes – consuming 4 times fewer service credits on average.

How Service Requests Work

When you open a service request, you’re starting a structured workflow that takes your task from submission to completion. Each request has a defined scope, a communication thread, and a time-based log of everything that happens along the way.

One thing worth understanding upfront: service requests are time-based, not results-based. Credits are used based on the time spent working on your request — which means accuracy, preparation, and clear communication directly affect your bottom line. The good news is that all of those things are within your control.

Working Together: Getting It Right the First Time

To keep things running smoothly and make sure your service credits are well spent, we ask that all communication stay within the service request. Here’s why each of these guidelines matters to you:

Keep the conversation in one place. Mixing service request messages with emails breaks the chronological record and makes it difficult to reference the full history of a request. It also risks transcription surcharges. Keeping everything in the service request means nothing gets lost, miscommunications are easier to catch, and everyone stays on the same page.

Lock in scope before work begins. We define what needs to be done before we start doing it. If the scope shifts mid-process, focus is lost and the end goal gets murky. If a new or different need comes up, a separate service request keeps it clean and trackable. Both of us benefit from a clear finish line.

Respond to clarification requests promptly. Sometimes we need to confirm details before we can proceed — and without a response, work simply has to stop until we hear back. Since service requests are billed by time rather than results, answering clarifying questions quickly means tasks get done right the first time, saving you service credits.

Making the Most of Your Service Credits

Beyond the basics of how requests work, there are a few habits that can meaningfully stretch your credits further.

Use your website to handle what your website is built to handle. If your site has an ecommerce system that manages inventory, bookings, event registrations, or rentals — use it for those things, even in person. Processing a walk-in sale, booking, or registration directly through your own site means no service request needed to manually add the order on the back end. Those are credits better spent elsewhere.

Batch recurring or related tasks into a single request. Opening one service request with ten tasks will almost always use less time than opening ten separate requests with one task each. There’s overhead involved in starting, reviewing, and closing every individual request. When tasks are related or part of a regular routine, grouping them together is one of the easiest ways to get more done with the same credits.

Come prepared. Have all relevant information, files, and details ready before you open the request. The moment a request is open, time is in play — and if files are missing or details change after work has already started, that means backtracking, added time, and potential delays. A little preparation upfront goes a long way.

The Short Version

Service requests work best when scope is clear, communication stays in one place, and you come to the table ready to go. The more organized your end is, the faster and more accurately we can work — and the further your credits take you.

Have questions about how to structure a request or whether something qualifies for batching? Reach out before you open the request. A quick conversation now can save meaningful time later.