I too would like some type of linking or ability to manage several separate requests for an original request. One request many times turns into several tasks to be completed. Each task is a request in and of itself. It may have a separate contact and a totally different list of people to correspond with but essentially is related to the original request. With the current setup, you would have too many conversations going on inside of one request. Multiple requests would be great.
I have turned to HelpSpot to manage ALL my email (1 large client and 5 small businesses) and manage all my work (tasks = requests) no matter how big or small. I have converted the large client and 1 of the small businesses to HelpSpot. Maybe it is not designed that way, but I needed some way to keep emails, notes, statuses, review dates, correspondence, staff notes on requests ALL IN ONE place. HelpSpot does that in a wonderful way. So many other apps do real good at one or two of these components, but have found HS to cover the most in the closest way that I think. The new Merge Request function is totally indispensable. Ian has done a great job!
Ian. I think this can be done while keeping the rest simple. It could be invoked by those that want more functionality of handling sub-requests and out of the way for those that want to operate a simple help desk with single level requests. I hope you will put some thought into this.
You have done a great job using those custom fields and I use them all the time. Here is one idea. Use custom fields to create a specialized field called Project field. When added it would create a drop-down field to select a project name for each request. A default of ‘Single Request’ could be forced into the drop down.
Select from drop down of existing projects to add a request to a project. Existing projects are derived from existing OPEN requests with project designations.
To add projects, use a control like you do with creating folders to hold filter definitions. Click plus sign and key project name, save request to add it to project.
To delete projects, also do like you do with filter definitions. If there are no requests in the project OR if there are no OPEN requests for a project, don’t show it in the list.
Hope this helps. Best day to you!