Understanding the Service Request Lifecycle

Once you submit a service request, it moves through a defined lifecycle — from initial receipt through to resolution. This article explains each status, how notes work, and how to check where your request is up to.

The Five Statuses

Every service request sits in exactly one of these states at any time:

• Pending — your request has been received and is in the queue. The team has been notified and will review it shortly.
• In Progress — the team has picked up your request and work has started. You may receive notes during this stage as questions arise.
• Completed — the work is done. Check the notes on the request for a summary of what was delivered.
• Rejected — the request cannot be fulfilled as described. The team will leave a note explaining why and, where possible, suggest an alternative approach.
• Cancelled — the request was withdrawn, either by you or by the team after discussion.

Notes — How Communication Works

Notes on a service request are the primary way the team communicates with you about your request. You will see notes added by the support team directly on the request — they cover progress updates, questions, and final delivery summaries. Each note includes a timestamp so you can follow the thread.

You can also add notes yourself to provide extra context or respond to a question from the team.

Typical Response Times

The team aims to respond to new service requests within one business day. Complex builds or custom integrations may take longer — the team will set expectations in the notes as soon as scope is clear.

Checking the Status of a Request

All your service requests are listed at https://app.trustpager.com/settings/service-requests. Each card shows the current status and a preview of the most recent note. Open any request to see the full note history.

Tip: If a request has been sitting on Pending for longer than expected, it is worth adding a note with any extra context — this can help the team prioritise and move faster.