Lesson 7 of 10 · 5:20
Collect, triage, and accept requests
How Intake turns requests into work items, from the moment a request arrives, in the app, by email, or through a form, to the moment it joins the project.
What you will learn
- Intake is each project's holding queue: requests are triaged there before they become work items.
- Requests come from three places. In-app is on every plan: anyone in the project, guests included, can send one, and guests see only their own.
- On Business and higher plans, Email gives the project its own address. Anyone can send to it without an account, and each email becomes a request with its subject, body, and attachments.
- Forms, also on Business, give the project a public form that needs no sign-in, and a form can be built from a work item type, so a bug report arrives as a bug with its severity and steps.
- Every request gets its ID on arrival, shows its source, and waits in Triage, a sixth state group the project never shows, so nothing in Triage appears on the board, in cycles, or in modules, or counts toward progress.
- By default only project admins decide. Accept turns a request into a work item in the project, with a type and a state, and a cycle or modules only if you want them.
- Declined requests and duplicates stay in Intake's Closed tab, in Triage, and never reach the project.
What Intake is
0:00Intake is where requests arrive before they become work items. Each request shows its source and waits in Triage, outside the project's work items. A project admin decides what happens to it.
An accepted request becomes a work item in the project, with a cycle or module if you want one. Declined requests and duplicates stay in Intake.
Turn on Intake
0:29An admin turns Intake on for each project in Project settings, under Features, then Intake. Turn on Enable intake.
Requests can come from inside Plane, by email, or through forms.
In-app requests are on every plan. Anyone in the project, guests included, can send one:
- Open the project's Intake tab and click Add work item.
- Enter a title.
- Click Create work item.
Only the title is required. Guests see only their own requests.
Collect requests by email
1:03Email requests are on Business and higher plans.
- Open Project settings, then Features, then Intake.
- Under Intake sources, turn on Email.
The project gets an address of its own in Email ID. Anyone with that address can send a request without a Plane account. Plane rejects mail it flags as spam.
Each email becomes a new request. Its subject becomes the title, its body becomes the description, and its attachments come with it.
The request is marked Mail in the list, and its activity names the sender's address.
Renew replaces the address, and the old address stops working.
Collect requests with forms
1:53Forms are on Business and higher plans. To get a public form link:
- Open Project settings, then Features, then Intake.
- Turn on Forms.
- Copy the Default form URL to share it.
Anyone with the link can send a request without signing in:
- Open the form and fill in your name, email, title, and description.
- Click Create work item.
The request appears in Intake marked Forms, and its activity names the sender and their email.
You can also build a form from a work item type:
- In the Intake settings, click + beside Create Forms using work item types.
- Choose a work item type from Select work item type.
- Enter a Form title.
- Use Select properties to choose which properties to ask for.
- Click Save.
Properties marked Mandatory are always on the form. A report sent through the form arrives as that work item type, with its answers already filled in.
Each form has its own link, so a project can keep a form for each kind of request.
Triage requests
2:58Requests land in the Open tab, newest first. Each gets its ID on arrival and shows where it came from.
On Business, Intake responsibility names who gets new requests. Plane assigns each request to those people and notifies them.
Triage is a sixth state group that the project's states never show. Work in Triage does not appear on the board, in cycles, or in modules, and does not count toward progress.
Open a request to read its description and any form answers. Only project admins decide what happens next.
To leave a request for later, open its ⋯ menu, choose Snooze, pick a date, then click Snooze.
Accept or decline requests
3:50To accept a request into the project:
- Open the request and click Accept.
- Choose its work item type and state.
- Choose a cycle or modules if you want them.
- Click Add to project.
The request leaves Triage and becomes a work item in the chosen state.
To decline a request that does not belong in the project, click Decline, then confirm with Decline in the Decline work item dialog. It moves to Closed and stays in Triage, outside the project.
If the work item already exists, open the request's ⋯ menu, choose Mark as duplicate, search for the original, and select it. The request points to the original work item.
The Closed tab keeps accepted, declined, and duplicate requests.
Follow an accepted request
4:50Open the project's Work items tab and open the accepted request. It is now an ordinary work item, with the answers it was sent with.
Try it in your workspace
As a project admin, open a request in Intake, accept it, choose its type and state, and click Add to project.
Transcript
Show the transcript
What Intake is
0:02In Plane, Intake is where requests arrive before they become work items. Every request shows where it came from. It waits in Triage, outside the project's work items. And a project admin decides what happens to it.
0:18An accepted request becomes a work item in the project. You can also put it straight into a cycle or a module, if you want. Declined requests and duplicates never leave Intake.
Turn on Intake
0:29Let's take a closer look.
0:35An admin turns Intake on for each project, in Project settings, under Features, then Intake. Requests can come from three places: inside Plane, by email, and through forms.
0:50In-app is on every plan. Anyone in the project, guests included, can send a request from the Intake tab, and a title is all it needs. Guests see only their own requests.
Collect requests by email
1:08On Business and higher plans, Intake can also take requests by email. Turn on Email under Intake sources, and the project gets an address of its own.
1:20Anyone with that address can send a request, without a Plane account. Plane rejects mail it flags as spam.
1:28An email sent there becomes a new request in Intake. The subject is its title, the body is its description, and any attachments come with it.
1:40In the list, the request is marked Mail, and its activity names the sender's address.
1:47If the address gets out, Renew gives the project a new one, and the old address stops working.
Collect requests with forms
1:58Forms are on Business and higher plans too. Turn on Forms, and the project gets a public form with a link you can share.
2:07Anyone with the link can fill it in with their name, their email, a title, and a description, without signing in.
2:16When they send it, the form becomes a request in Intake. The request is marked Forms, and its activity names the sender and their email.
2:28You can also build a form from a work item type. Pick Bug, give the form a title, and choose which of its properties to ask for. Severity is mandatory, so it's always on the form.
2:42A report sent through that form arrives as a bug, with its severity, environment, and steps to reproduce already filled in.
2:53Each form has its own link, so a project can keep one form for each kind of request.
Triage requests
3:03Every request lands in the Open tab, newest first. It gets its ID the moment it arrives, and its row shows where it came from.
3:12On Business, Intake responsibility names who gets each new request. Plane assigns it to them and notifies them.
3:21Requests wait in Triage, a sixth state group that never appears among your project's states. Nothing in Triage shows on the board, in a cycle, or in a module, and none of it counts toward progress.
3:36Open a request to read its description and the answers a form collected. Only project admins decide what happens next.
3:45When a request can wait, snooze it until a date you pick.
Accept or decline requests
3:54Accept opens the full work item form, so you can set the request's type and state before it joins the project. A cycle and modules are optional.
4:06CORE-40 goes into To do. The team plans to fix it next cycle, so it also joins Report delivery and the PDF export module. Click Add to project, and it leaves Triage.
4:20Decline a request that doesn't fit. It moves to the Closed tab and stays in Triage, so it never appears in the project.
4:30If the work already exists, mark the request as a duplicate and pick the original. CORE-38 now points to CORE-30, the bug the team is already fixing.
4:42The Closed tab keeps every accepted, declined, and duplicate request, so the team can look back at each decision.
Follow an accepted request
4:51An accepted request is an ordinary work item. Open CORE-40 from the project's work items, and it's a bug with the severity and steps its reporter sent.
Recap
5:04Every request shows where it came from. It waits in Triage until an admin decides. And only the requests you accept become work items in the project.
Read next
Plans
- Business:
- Intake email, forms, and responsibility