The client request link is a public form you can embed on your own website so a customer can raise a service request after handover, with no login. It handles matching, spam and privacy for you, and every genuine request lands in your team's queue instead of a WhatsApp thread.
What it is
Panzo exposes a minimal public complaint form that you drop into your site as an embedded frame. It runs on an expiring, revocable token, the same public-link mechanism Panzo uses elsewhere, so the form never trusts an organisation identity supplied by the browser. A customer fills it in without any account, and the request is tied to the right project on your side.
- The customer's registered mobile number is mandatory; a project code is optional and only helps matching.
- The category is the affected area you configure, for example Modular Kitchen or Wardrobe.
- You can revoke the token at any time and issue a fresh one, so the form is always under your control.
How a request is routed
When a form is submitted, Panzo tries to resolve exactly one customer and one project from the details given. What happens next depends on how confident that match is:
| Match | What happens |
|---|---|
| Exact and unambiguous | A live service ticket is created immediately, bound to the correct project, with its history recorded. |
| Uncertain or ambiguous | The submission is held in a pending-verification queue. Nothing is discarded, and no detached ticket is created. |
Pending requests wait at Aftercare, Requests for a service-desk user with the right permission. They verify the customer against the submitted mobile number, choose the correct project, add an audit note, and then approve or reject. Approving creates the project-bound live ticket; rejecting keeps the original request for the record.
Note
A uniform, DPDP-safe confirmation
Built-in spam and abuse protection
Because the form is public, Panzo guards it without any work from you. Submissions are rate-limited per source and per phone number, and a hidden honeypot field rejects simple automated spam. The title, category, description, phone and project code are all re-validated on the server, and the chosen category must be active for your organisation.
Issue and embed the form
Your Panzo setup issues a public token for the form and gives you an embed snippet to place on your website. Tokens are environment specific, so production uses its own.Customers submit without a login
A customer enters their mobile number, an optional project code and their issue, and gets the uniform confirmation with a reference.Your team triages
Exact matches appear as live tickets; anything uncertain waits at Aftercare, Requests for a person to verify and approve.
Key takeaways
- The client request link is an embeddable public form that lets customers raise a service request with no login.
- An exact match becomes a live, project-linked ticket at once; an uncertain match waits in a pending-verification queue.
- The confirmation screen is deliberately uniform and anonymous, which keeps it DPDP-safe.
- The form is rate-limited and honeypot-protected, and runs on an expiring, revocable token you control.