# 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](https://wiki.wi.services/books/wifox-business-core-solution-wbcs/page/3-how-to-create-a-request)
2. [Editing](https://wiki.wi.services/books/wifox-business-core-solution-wbcs/page/4-how-to-edit-a-request)
3. [Filtering and Searching](https://wiki.wi.services/books/wifox-business-core-solution-wbcs/page/5-how-to-filter-or-search-a-request)