1. Requests: Overview

The Requests module centralizes all client-initiated actions—support tickets, callback requests, document submissions, feature requests, and more—ensuring every interaction is tracked, assigned, and resolved in context. Key features include:

1. Project & Client Association
   Every request is tied to a specific Project and Client record, so you always know who asked and under which business line or website.

2. Desks & Queues
   Route requests into different Desks (e.g., Support, KYC, IT) for specialized teams to pick up.

3. Status & Priority
   Track request lifecycles (New, In Progress, Waiting on Client, Closed) and set priority levels (Low, Normal, High, Urgent).

4. Messaging Thread
   Communicate back and forth within each request via the built-in Messages feature, preserving a full audit trail.

5. Attachments & Metadata
   Clients (or staff) can upload files—screenshots, documents, logs—and custom fields capture key details (e.g., account numbers, incident times).

6. SLA & Escalations
   Monitor response and resolution times, escalate overdue requests automatically, and generate reports for continuous improvement.

The following actions are available in the Requests module:

1. Creation

2. Editing

3. Filtering and Searching