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