Skip to main content

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:

Back to top