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How to Use Public Request Tracking

Public Request Tracking gives requesters a secure link to follow progress without logging in. If requester confirmation is enabled, the same page can also collect final approval or rejection feedback.

Quick Summary

Requesters open a public tracking link from a form success page or notification, review the timeline, then confirm or reject the completed result when confirmation is enabled.

Before You Begin​

Requirements
  • The form or request flow must have Public Tracking enabled
  • The requester needs the tracking link or update notification
  • Confirmation actions only appear when the work is completed and requester confirmation is enabled

What the Requester Can See​

The public tracking page can show:

  • company branding from Company Profile
  • request subject
  • requester-facing tracking number
  • current status
  • last updated time
  • milestone timeline
  • confirmation controls when the job is complete

No login is required.

Step-by-Step Guide​

Requesters typically reach the page from:

  • the public form success path
  • a requester update email
  • a requester update message containing the tracking link

Step 2: Review the Current Status​

At the top of the page, requesters can check:

  • the request subject
  • the current status badge
  • the last updated timestamp
  • the tracking number

Step 3: Review the Timeline​

The timeline shows the visible journey from submission through operational follow-up. This helps requesters understand what has already happened without contacting your team for a manual update.

Step 4: Confirm Resolved​

If requester confirmation is enabled and the work is complete:

  1. Select Confirm Resolved
  2. If digital signature is required, enter the signer name
  3. Add signer contact if your team wants that record
  4. Sign in the signature area
  5. Submit confirmation

Step 5: Reject the Outcome if Work Is Not Resolved​

If the issue still needs follow-up:

  1. Select Not Resolved
  2. Enter the rejection reason
  3. Optionally attach supporting photos
  4. Submit the rejection

This creates a clearer operational trail than a vague phone call or email reply.

What Happens After Submission​

ActionWhat Happens Next
ConfirmedInfodeck records requester confirmation and closes the follow-through loop
RejectedInfodeck records the rejection reason, keeps the digital trail, and the work can be reopened for follow-up

Digital signature is used on the confirm path. Rejection uses structured reason capture and optional photo evidence instead.

Common Reasons You May Not See Confirmation Buttons​

SituationWhy
The work is still in progressConfirmation only appears after completion
Public tracking is enabled but confirmation is notYour team chose a view-only tracking experience
Signature is required but not completedConfirmation cannot be submitted until the signature is provided

Real-World Example​

Completed Maintenance Visit Needs Final Sign-Off​

Situation: A requester has been notified that a maintenance visit is complete and needs to confirm the result.

Solution:

  1. Open the public tracking link
  2. Review the timeline and completed status
  3. Choose Confirm Resolved
  4. Add name and digital signature if required
  5. Submit

Result: The requester completes sign-off without needing an app account, and operations keeps a cleaner digital trail.

Need help? Contact Infodeck Support

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