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: 

 

 

 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. 

 

 

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

 

 

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

 

 

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

 

 

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

 

 

 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: 

 

 

 Creation 

 

 

 Editing 

 

 

 Filtering and Searching