Get notified about new service requests
Every service request — whether it comes from your website intake form or from a customer in the Customer Portal — lands as a task in your Service Requests folder. Nobody has to sit and watch that folder: Essential notifies your team the moment a request arrives, and you can also email a copy to a shared inbox.
In-app notifications happen automatically
As soon as a request is submitted, Essential rings the notification bell in the top bar for every back office user on your team. Clicking the notification opens the request itself, with the submitted answers already on screen.
This is on by default for everyone with web access — there is nothing to turn on. Each person who would rather not get these can turn their own off under Settings → Personal Settings → Notifications; it never affects anyone else. See Manage your personal notifications.
Email a copy of each submission to a shared inbox
If you also want each submission emailed — to a shared inbox like office@ or dispatch@, or to a teammate — open Settings → Intake Form and switch to the Notifications tab.
Turn on Email a copy of each submission and add the people who should receive it. Start typing to pick a teammate, or type any address and press Enter to add one that is not an Essential user. Remove a recipient with the x on their chip. You can add up to 25 addresses, and Save stays disabled until the switch has at least one recipient to deliver to.
This email list is business-wide: it applies to both website intake form submissions and Customer Portal service requests. Each email arrives with the submitted answers laid out field by field, plus a link straight to the request.
These emails send from your business notification email, so make sure one is set under Settings → Business Profile — the page warns you if it is missing, and emails are skipped until it is configured.
Email copies are also rate-limited (roughly 20 per hour) to keep a scripted flood of fake submissions from burying your inbox. Past that, requests still land in the Service Requests folder and still raise in-app notifications — only the extra email copies are skipped for the rest of the hour.
The Form tab still holds the drag-and-drop editor, and the two tabs save separately, so setting up the email copy never publishes a new version of your form.
Where to find it: In-app notifications — Settings → Personal Settings → Notifications. Email copies — Settings → Intake Form → Notifications.
Related guides
Last updated
Was this helpful?