1. Requests: Overview

The Requests module iscentralizes designedall toclient-initiated manage various client requests within the CRM, such as actions—support tickets, requestscallback forrequests, calls,document submissions, feature requests, and more.more—ensuring Eachevery interaction is tracked, assigned, and resolved in context. Key features include:

• Project & Client Association
  Every request is associatedtied withto a specific projectProject and client,Client ensuringrecord, properso organizationyou always know who asked and accountability.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 the Requests module:

• Creation

• Editing

• Filtering and Searching