# Requests from the portal

How a request a customer raises in the portal reaches your enquiry inbox, with its priority, photos and access notes.

When a customer raises a request in the portal, it arrives in **Enquiries** like any other enquiry, marked **Portal**. The SLA clock starts when it arrives.

1. Open **Enquiries**. Portal requests show "by portal".
2. Open the request. The **From the customer portal** card shows:
   - the customer's answers to the **Urgency answers** questions,
   - **Access notes** for the engineer,
   - **Customer PO**, their order number.
3. Check the priority. It comes from the urgency answers, and you can change it.
4. Triage and convert it to a job as usual. See [Log an enquiry](/jobs/log-an-enquiry/).

Photos the customer added are in the request's files.

The office team is alerted when a portal request arrives, and the customer gets an email with the reference. Once you convert it, the customer follows the job in the portal.

## Comments and questions

Customers can also:

- add a comment to a job. It appears on the job's notes as a customer note, with their name, and the office is alerted.
- ask a question about a quote or an invoice. Whoever handles quotes or invoices is alerted. Reply by phone or email.

If a customer tries to accept a quote over their approval limit, the portal stops them and the office is told.