Service request or support request management is supported by iCRM Professional with the Service request object. It operates in a way very similar to tasks but has its own attributes allowing processing support requests more effectively.

Service request objects serves as background for your company service knowledge base building. This is a natural source for several very important things:

1. Customizing your services by giving more attention to the problem areas.
2. Building and improving your customer manuals
3. Building online HOWTOs and FAQs sections in order to reduce direct calls to your support team
4. Building different kinds of Problem-Resolution reports, helping to improve knowledge of your support team.

By building the Knowledge areas and Knowledge categories hierarchy you build your knowledge base and invest into the future of your company.

To help to accomplish this Service requests have file attachments, email notifications and opportunities to build custom mailing lists.