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Sending a request

A request asks a user to hand you a credential. They type it on a branded page where it’s encrypted to you before it leaves their device; you reveal it later after a passkey touch. This page covers creating one; for the whole loop see the quickstart.

Create a request

Section titled “Create a request”

Click New request — from the request list, the dashboard, or straight from a helpdesk ticket. The form has three steps.

Step 1 — Who & what

  1. Preset (optional) — Start from a preset? fills the template, justification, expiry, verification, recipients, attachments and delivery from a saved preset. Everything stays editable.
  2. Client (MSP mode only) — defaults to the client you’re currently working in.
  3. Template — which fields are collected (e.g. Username and password, Windows password, BitLocker recovery key). It starts on your organisation’s default (Custom for new organisations). With Custom, you also give the Field name — what the subject is asked for, such as Door code. Preview beside the picker shows the page the subject will see.
  4. Subject’s name — start typing to autocomplete from the client’s directory, or enter free text. This is who receives the link.
  5. Subject’s email and Subject’s mobile (both optional) — needed to email or text the link, or to send a one-time code.
  6. Ticket — pick from your connected helpdesk (Mine / All open, or search), or type a reference and URL. If the ticket has a requester, you can fill the subject’s details from it.

Step 2 — Access

  1. Justification — required (at least 10 characters), and written to the audit log. Say why you need the credential.
  2. Destroy the secret after — choose from the options your policy allows. The link itself stays open for your policy’s link window.
  3. How should they prove it’s them? — no verification, a spoken code, an emailed (or texted) one-time code, either one, or both. See Verifying the subject.
  4. Who else can reveal it? — You always can. Add colleagues or a team so someone else can pick the job up. If your org enabled the org recovery key, the form tells you it’s included.
  5. Advanced & optional — Allow encrypted attachments (up to 10 MB in total; see Encrypted attachments).

Step 3 — Deliver

  1. How does the link reach them? — I’ll share it myself (copy the link), Email it to the subject (branded; never contains the spoken code), Text it to the subject (SMS), or — when you picked a ticket from a connected helpdesk that can post replies — Send via that helpdesk, which posts the link as a customer-visible reply on the ticket.

Click Issue secure link. The confirmation screen shows the link, the spoken code (if any) and when the link stops opening, and reminds you to verify with the user before sharing. If the request is linked to a ticket in a connected helpdesk, a private note is posted to it.

After you send

Section titled “After you send”
  • Track it — the request shows whether the user has opened the link yet.
  • New link — if they lost it, issue a New link from the request page; the old one stops working immediately. The spoken code and link are only shown again when you do this.
  • Reveal — once the status is Submitted, reveal it.
  • Finish — complete and destroy, or let the ticket close do it.

Request states

Section titled “Request states”

pending (shown as Awaiting open) → opened → submitted → completed, with expired and revoked as end states. While the link is live you can Revoke the request. Once something has been submitted you can Allow resubmission (if the user made a typo) or Complete and destroy it. An expired request can be revived with Revive link, which issues a fresh link for the same recipients.

Section titled “Related”