# Customers and requests, linked to the work they create > Keep accounts, contacts and activities next to the projects you deliver for them, and give employees one portal to ask for help, with the same permissions and audit trail as the rest of Akollo. - **Accounts with their full context** — Each account shows its contacts, projects and activities, with restricted accounts hidden from those who may not read them. - **Duplicate contacts caught early** — A contact saved with another contact's email or phone waits for the owner to decide. - **One portal for every request** — Employees pick a service from the catalogue, fill in its form and follow the request to the end. - **Masked where it matters** — Tax numbers stay masked unless you may see them, and granting access to an account needs a reason. ## What the service desk covers today Built on the same permissions, audit log and API as the rest of the product. - **Accounts** — Legal and trade name, status, segment, domains and addresses, with revisions. - **Contacts** — Name, title, email and phone, linked to accounts with a role. - **Activities** — Calls, meetings, emails, notes and tasks with due dates and reminders. - **Matching records** — Possible duplicates queued for the owner to choose, publish or dismiss. - **Request portal** — A searchable catalogue of services, each with its own request form. - **Writing help and summaries** — Draft a reply from notes or summarise a thread with Akollo AI, where your organisation allows it. - **API access** — Customer and service records through the Akollo API, under the same permissions as the screens. - **Business calendars** — Working hours and holidays per calendar, combined with HR holiday calendars where in use. ## One record per customer, shared by sales and delivery Search accounts by name and filter by status (prospect, customer or former), segment and owner. An account page brings together its overview, contacts with their roles, linked projects, activities and, for reviewers, who has access. - Primary contacts and roles per account - Projects linked to the customer they serve - Access list with reasons, for restricted accounts ## Calls, meetings and follow-ups that do not slip An activity is a call, meeting, email, note or task linked to an account or contact, with a due date and an optional reminder. Open, overdue and completed tabs keep the next step visible. - Reminders sent to the owner as notifications - Overdue activities marked at a glance - Records you cannot see shown as “a record you cannot see” ## Employees ask once, and see where their request stands The portal lists the services each person may request. A submitted request goes to the matching queue, and its owner follows it through new, in progress, waiting, resolved and closed, adding comments and files, and rating the help at the end. - Catalogue items offered by department or role - Assignment rules route a request straight to an agent - Rate the help once a request is resolved - Agent screens for queues, triage and escalation are planned ## The assistant, with your customer records Customer screens have no AI features of their own yet. The assistant works with the records you can already open. - **What is at risk in this project?** — On a client project, answers from its records and lists the sources it read. - **/summary this week** — Summarises what you can see and names the records behind it. It never sends messages to customers on its own, and anything it proposes waits for your confirmation. ## Sales, delivery and support on one account An account links to the projects you deliver for it. Sales, delivery and support read the same record, and the hours and costs behind that work come from Time tracking and Budgets. ## Works with the rest of Akollo - [Work & projects](https://akollo.com/en/products/work) - [Finance](https://akollo.com/en/products/finance) - [Akollo AI](https://akollo.com/en/products/ai) - [Software & IT teams](https://akollo.com/en/solutions/it-engineering) ## Questions about CRM ### Is this a full CRM? Not yet. Accounts, contacts, activities and duplicate checks are available today. Opportunities and pipelines are planned and have no pages yet. ### Can our IT or facilities team run a service desk in Akollo? Employees can already request services through the portal, and requests are routed to queues with assignment rules. Screens for the teams that handle requests, such as queues, triage and escalation, are planned. IT & engineering shows how technical teams use Akollo. ### Who can see a restricted customer? Only people who have been given access to it. A restricted account does not appear in the list for anyone else, and granting access needs the right permission and a reason. ### Can other systems read customer records? Yes. Customer and service desk records are available through the Akollo API with an API key, and the API applies the same permissions as the screens. ## See your customers and requests in Akollo We set up a demo with your service catalogue and your customer structure, in English or Turkish. - [Book a demo](https://akollo.com/en/demo) - [Read the docs](https://docs.akollo.com/en/modules/customers) --- Source: https://akollo.com/en/products/customers · [Türkçe](https://akollo.com/tr/urunler/musteri-iliskileri), [Deutsch](https://akollo.com/de/produkte/kundenbeziehungen)