Service requests

Practice managers, business development staff, and admins review inbound service requests in Leads. When a client or prospect submits a service request from the client portal, it arrives as a lead — there is no separate Service Requests area in the left sidebar.

If Leads is hidden, or the conversion button does not appear, see Permissions and Visibility.

Where service requests arrive

Open Leads from the left sidebar. Each row is one submitted request. Requests come in as one of three types, which decides what the firm is being asked to set up:

Individual for a personal client.
Business for an existing business entity.
Open Corporation for a client asking the firm to incorporate.

Quick filters above the list narrow it while you work through the queue: Individual Client, Business Client, Open Corporation, New Client, Existing Client, Pending, and Converted/Closed.

Use Pending to see everything still waiting on the firm, and New Client to separate first-time enquiries from requests raised by clients you already work with.

Review what the client submitted

Select a row to open the request. The tabs across the top hold the answers the client gave, and which tabs appear depends on the request type:

Contact Information on every request — the person who submitted it.
Client Information on individual requests, or Business on business and open-corporation requests.
Spouse and Dependents on individual requests, shown only when the client filled them in.
Executive and Shareholder on business and open-corporation requests, shown only when the client filled them in.
Services — the service the client asked for, plus any answers to the questions on that service’s intake form.
Task — tasks already raised against this request.

A request carries one of four statuses: New, In Progress, Converted, or Rejected.

Convert a request

Once the request is complete enough to act on, convert it from the request’s detail page. The button sits at the top right, beside the tabs, and its label depends on whether the request is from someone you already have on file:

Convert to client when the request is from a prospect with no client record yet. Assisterp creates the client record from the submitted details.
Convert to Service when the request is already linked to an existing client. Assisterp adds the requested service to that client.

To convert:

Open the request and review each tab.
Select Convert to client or Convert to Service.
In Conversion Confirmation, check the field-by-field summary of what will be written to the client record.
Select Confirm & Convert.

The button disappears once the status is Converted, so a request can only be converted once.

If you do not see the button on a request that is not yet converted, your role does not include the convert permission — ask an administrator.

After conversion

The service you converted behaves like any other service on the client record: its schedule generates the recurring work, and jobs appear on your pipeline boards.

Services on a client record covers start dates, schedules, and how services generate work.
Jobs and pipelines covers where the generated jobs land.
Service templates covers the templates that define what a client can request.