Researchers use the Request a Response (RaR) feature to formally ask for an update or decision on a submission that requires attention. As a customer, providing timely responses helps build trust, strengthen collaboration, and encourage continuous participation in your engagements.
Eligibility
When a researcher submits an RaR on a submission in one of your programs, your team is notified. The RaR feature can be used by researchers on submissions in the following substates: Triaged, Unresolved, Resolved, Out of Scope, Informational and Not Reproducible.
How to Respond to a Request
You can resolve an active RaR in many ways:
- From the Submission’s Activity Feed
- Finding Requests in the Security Inbox
- From the Customer Tasks Dashboard
Option 1: Respond via the Submission’s Activity Feed
- Navigate to the submission page.
- Go to the Activity feed.
- Leave a public comment for the researcher.
- Before sending, check the “Mark the comment request as resolved” box.
- This action closes the RaR and notifies the researcher.
Option 2: Finding Requests in the Security Inbox
You can filter Request a Response items by status to quickly find the ones that need attention:
- Navigate to the Security Inbox by selecting Inbox.
- On the left panel, select Comment requests.
- Choose the filter you’d like to apply:
- No requests: View findings which never had an RaR.
-
All requests to Customer (or Bugcrowd): View the combination of all three filters below (Active, Resolved, and Withdrawn).
- Active: View RaRs currently awaiting your response (or Bugcrowd’s).
- Resolved: View RaRs that have already been addressed by your team (or Bugcrowd).
- Withdrawn: View RaRs directed to your team (or Bugcrowd) that were withdrawn by the researcher.
Option 3: Respond via the Customer Tasks Dashboard
- Open the Customer Tasks section of your Dashboard.
- Find and click the relevant Request a Response task.
- Select Respond.
- Follow the prompts to provide a comment and update the submission’s status (Accept or Reject).
- Completing this workflow automatically resolves the RaR.
Withdrawn Requests
Researchers can withdraw a RaR at any time. When a request is withdrawn, it is automatically removed from active queues and requires no action from your team. Withdrawn requests remain visible in the Activity Feed, where an expandable log displays request history and the withdrawal reason. You can also use the filters in the Inbox to locate withdrawn requests. No further action is required on your part for a withdrawn request.
Response Timing
Open RaRs do not expire automatically. Each RaR stays open until your team responds or resolves it, or until the researcher withdraws it.
- Respond promptly: We encourage responding to open RaRs promptly to keep submissions moving and maintain positive researcher engagement.
- Visibility: Each RaR displays the date it was created so you can see how long it has been open. All RaR activity, including when a request is raised, resolved, or withdrawn, is recorded in the submission’s Activity feed for complete visibility.
