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Customizable Requests to External Customer & Validated Send Request System

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edited 01/30/25 in Smartsheet Basics

Problem Statement

External customers receiving update requests often face issues with email spam filtering due to off-brand, non-customizable emails. This leads to incomplete or delayed responses, making it difficult to collect necessary assets efficiently. Additionally, there is no built-in file validation, which can result in incorrect file formats being uploaded, causing further delays.

User Personas

  • Primary User: External customers who receive send requests and need to upload required assets.
  • Secondary User: Internal teams who depend on accurate and timely responses to complete their workflows.

User Journey & Features

  1. Receiving the Request
    • As a customer, I want to receive a branded and trustworthy email request so that I can recognize and open it without concerns about phishing or spam filtering.
    • Feature: Customizable email templates with branding, domain-based sender verification. Allow HTML or WYSIWYG editor to configure email requests so they look on brand.
  2. Opening & Reviewing the Request
    • As a customer, I want to easily view the update request details so that I can understand what is required from me.
    • Feature: Mobile-responsive UI, clear instructions, branded request page for trust.
  3. Providing Information
    • As a customer, I want to fill out the requested information with minimal effort so that I can quickly complete the request.
    • Feature: Pre-filled fields, contextual tooltips, progress indicators. Omit access to source sheets and prevent access requests to avoid confusion.
  4. Uploading the Required File
    • As a customer, I want to upload my file in the correct format so that my submission is accepted without errors. Request may include character limits and descriptions needed in order to fulfill.
    • Feature: File validation for format, size limits, and duplicate detection.
  5. Submitting & Confirmation
    • As a customer, I want to receive a confirmation after submitting my update so that I know my request has been successfully received.
    • Feature: Confirmation page, email receipt, request status tracking.

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