Requests and replies

Open Help in Sorena, select the workspace where you sent the report, and choose My Feedback. Reports sent through the feedback widget already appear here; you do not need to create another request.

Find and open a requestCopy Anchor Link

The list includes requests you created and requests shared with you or your teams. Workspace admins and owners can also see workspace feedback. Search or filter by status, category and priority. If an expected request is missing, check the workspace, clear the filters and use Previous and Next to check other pages.

Open a request to read its description, replies and attachments. Its status can be Open, In Progress or Closed. The available actions depend on your role on this request, which can differ from your workspace role.

On a wider screen, Status, Share and Edit appear in the header when allowed. On a small screen, look in More actions for Share and Edit. Delete is in More actions.

Add a replyCopy Anchor Link

The request's creator, Owner, Admin or Contributor can reply. A Reader can read the conversation.

1. Write the new information in the reply box.
2. Use Add Image if an image helps explain the issue. Review it for private information before sending.
3. Check Preview if needed, then choose Send. You can also press Command+Enter on Mac or Ctrl+Enter elsewhere.
4. Wait for the reply to appear before leaving. If sending fails, keep your text and check the error before trying again.

Edit the requestCopy Anchor Link

An Owner or Admin on the request can edit it. Being a workspace admin alone does not establish this permission.

1. Choose Edit, or More actions > Edit on a small screen.
2. Update Title, Description, Category or Priority. Keep the title within 120 characters and describe what support needs to investigate.
3. Choose Save Changes and check the updated request. Choose Cancel to discard your edits.

This form changes the request's text, category and priority. It does not provide attachment editing.

Edit or delete a replyCopy Anchor Link

The reply's author and the request's Owner or Admin can edit or delete that reply.

1. Open Reply actions beside the reply and choose Edit.
2. Change the text, then choose Save, or choose Cancel to leave it as it was.
3. Check the updated text in the conversation.

Editing changes reply text only. To replace attachments, delete the old reply and create a new reply with the correct images. Keep a copy of any text you need before deleting.

To remove a reply, choose Reply actions > Delete. Read Delete this reply? This cannot be undone. Choose Delete to confirm or Cancel to keep it. This removes the reply rather than the whole request.

Close, reopen or delete a requestCopy Anchor Link

The person who created the request can choose Status > Closed when it is resolved, or Status > Open to reopen it. In Progress can appear as the current status, but it is not a choice in this menu.

To delete a request, you must be its creator or have Owner access to it. Open More actions > Delete and read the confirmation. Delete permanently removes the request, all replies and attachments and cannot be undone. Close a resolved request if you need to keep the conversation.

Use sharing to review who can see the request, and activity to check its changes.