FAQ: Requester Settings in Zoho CRM

FAQ: Requester Settings in Zoho CRM

How can requesters raise a request in Zoho CRM?

Requesters can raise requests through the Requests tab in Zoho CRM present on the primary sidebar. Once a user has been added as a requester to one or more team modules, those modules will appear in their Requests tab.

To create a request:
  1. Click the Requests tab from the primary CRM sidebar.

  2. You'll see a list of team modules where you are a requester.
  3. Click the ➕ (plus) icon to raise a new request.
  4. Select the relevant team module and fill out the form.
  5. Submit the request.
Each request will create a new record in the selected team module. The requester can track the status and updates of the request from the same tab. This method provides a centralized and structured alternative to informal channels like chat or email.

Can I raise a request directly from a parent module, like Deals or Contacts?

Yes. If a team module is linked to a parent module (such as Deals or Contacts) via a lookup field, requesters can raise a request directly from the related list in the parent record.
For example, if the Presales Demo team module is linked to the Deals module:
  1. Open the deal record for which you need to request a demo.
  2. Go to the Presales Demo related list.
  3. Click Add or New.

  4. The request form will open with the deal record automatically populated in the lookup field.
This approach ensures tighter context between the request and the originating record, improving visibility and traceability for both teams involved.

Will I receive a notification when I’m added as a requester?

Yes. When a user is added as a requester to a team module, Zoho CRM automatically sends an email notification to the user. This notification confirms that the user can now raise and track requests for that specific team module via the Requests tab.

The notification includes the name of the team module and provides a direct link to the Requests tab, helping users get started without confusion.

What are Requester Settings in Zoho CRM, and why were they introduced?   

Requester Setting is a feature introduced to simplify the management of requests within team modules in Zoho CRM's NextGen UI. Previously, whenever a requester raised a request, that request automatically became a new record owned by the requester themselves. This setup could lead to confusion, as the actual work on the request typically needed to be performed by other team members. Requester Settings solve this issue by allowing team module admins to assign ownership of these newly created records directly to the appropriate users responsible for addressing them, streamlining request handling and improving clarity.
See Also >> Requester Roles

Where can I find the Requester Settings in the nextgen UI?

To configure or view Requester Settings in a team module:
  1. Navigate to the team module (e.g., Contract Review, Presales Demo) in the CRM sidebar.
  2. Click the More (...) icon in the module’s top-right corner.

  3. Select Requester Settings from the dropdown menu.
From here, team module admins can:
  • Assign up to five users as default record owners.
  • Set up or modify assignment rules for incoming requests.
  • Save or update the ownership settings as required.
These settings apply only to records created by requesters and help ensure proper ownership routing from the moment a request is raised.

How exactly do Requester Settings improve request handling?

With Requester Settings, when a requester (someone outside or within another team module) creates a new record in a specific team module, the team module admin has two options to assign record ownership:
  1. Assign specific owners: Admins can manually select up to five users from the team module's admins, managers, members, or participants. In this case, records will be assigned to the selected users on a round-robin basis.
  2. Set assignment rules: Admins can create automated assignment rules. Once set, these rules automatically determine ownership of any records created by requesters.
This ensures each request is immediately assigned to a user who is specifically responsible for managing it, removing ambiguity and speeding up response times.

Are Requester Settings applicable to all records in a module or just those created by requesters?  

Requester Settings specifically apply only to records created by requesters. These settings do not automatically affect records created through other means. However, team module Admins can also manually change ownership of other existing records (those not created by requesters) from the record's detail page as needed.

Who can configure Requester Settings?  

Only admins of the respective team module can configure Requester Settings. They have the authority to set assignment rules or manually choose users for record ownership. Managers, members, and participants do not have permission to configure these settings.

What happens if no users are explicitly assigned as owners?   

If a team module admin does not specify users to handle records created by requesters, then the system automatically assigns these new records to a team admin by default. This ensures that every request always has a designated owner responsible for its management, thereby preventing any unassigned or overlooked records.

Can I assign multiple record owners for records created via the Requestor tab? How does it work?   

Yes, you can assign multiple record owners. Team module admins can select up to five users from the module's admins, managers, members, or participants as owners for handling requester-created records. When multiple users are chosen, Zoho CRM assigns each new requester-created record to these users in a round-robin manner.

Example:
If you select three users (User A, User B, User C) as record owners, the first requester-created record will be assigned to User A, the second to User B, the third to User C, and the fourth record assignment cycles back to User A again. This method ensures a fair and balanced distribution of workload among the selected users.

Can an assignment rule or record owner be deleted once set?   

The deletion of assignment rules associated with requester settings is restricted to maintain the integrity of request handling. You cannot directly delete a rule if it's actively associated with the Requester Settings of a team module. If you wish to delete an assignment rule, you first need to update or remove the requester settings for that team module.

Similarly, if you attempt to delete a user who is set as a designated record owner in these settings, Zoho CRM will alert you, preventing this action. This is intended to preserve consistency in record ownership.

Can ownership of records not created by requesters also be reassigned?

Yes, admins retain flexibility in changing record ownership for all types of records within a team module—not just requester-created ones. Ownership for existing records (those not generated by requesters) can be changed directly from the record’s detail page by selecting the desired new owner from the dropdown next to the owner field.

Who can be assigned as record owners through these Requester Settings?

Record ownership can be assigned to any of the following team module roles:
  1. Admins
  2. Managers
  3. Members
  4. Participants
Admins can select from any combination of these roles, up to a maximum of five users.

IdeaSee Also >> Requester Roles