A customer needs something from your team, and an email thread is a poor way to receive it: details are missing, nobody owns it and it is lost in a mailbox. Intake gives a project a front door. The customer fills in a form you designed, the request arrives with a number, and your team works it from there.

Intake is made of three things. Request types are the forms a customer chooses from, each with its own questions. Filing grants decide which clients may send requests to a project. The request lands in the project’s Service Desk, where the team answers it.

The full chapter, with every step and setting, is in the app: open your account menu and select User manual.