---
key: follow-a-request
title: Follow a request and reply
audience: customer
section: portal/requests
routes: ["/portal/requests/:ticketId", "/portal/requests"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Check the status of a request you sent, read the company's updates, download files they shared, reply with more details or photos, and rate the help you got.
keywords: [ticket status, reply, update, message the company, download attachment, feedback, rate service]
related: [send-a-request-in-the-portal, see-photos-from-your-work-order]
---

In the portal's sidebar, open **Requests**, then select a request under **Your requests**. The page address ends in `/requests`. A link in a company email opens the request directly.

## Steps

1. Under **Your requests**, select the request. Each card shows its subject, its number, its status, its **Last update** and when it was **Submitted**.
2. Read **Request details**, below the **Submit a new request** form (scroll down on the right, or further down on a phone): the status chip and what it means, when the request was **Created** and its **Last update**, then the updates in order. Each is marked **Team update**, **Your message** or the status it changed to.
3. To save a file the company attached, select **Download** next to it.
4. To answer, type under **Reply**, attach files with **Add attachments** if needed, and select **Send reply**.

## What you see

- **Submitted intake** repeats the answers you gave when you sent the request.
- **Support feedback** appears once the request is resolved or closed. Select a score under **Rate this request**, add an **Optional comment**, and select **Submit feedback**. The company also emails a feedback link; you only need to answer once.
- **Waiting on you** in the summary counts requests where the company is waiting for your reply.

## If something looks different

- **Pick a request to see its updates.**: nothing is selected yet. Choose one on the left.
- **No updates yet.**: the company has not replied. Updates appear here as they work on it.
- **Reply** is missing: the request is closed to replies, or your account cannot reply. Send a new request instead.
- **Replying will reopen this request for the service team.**: the request was resolved or closed. Sending a reply opens it again.
- **Download** is missing next to a file: the file did not pass the safety check, and the note beside it says so, or your account cannot download attachments.
- **Request detail is unavailable.**: the request is no longer visible to your account. Contact the company.