Currently you can only add a note or worklog to a call, other systems I have used provide the ability to add notes/actions to a call history that are distinctive in their use.

For example, Customer Response, Supplier Response, Configuration, Customer Escalation, Awaiting Customer Response.  

The ability to do this makes reading the call history a hell out a lot easier, and also allows the ability to report on the different actions taken i.e. how many escalations have been received.  It would also mean if set-up like a Work Log that you could report off how much time was spent on different actions such as Investigation or Configuration.

Has anyone else ever asked for this?  Is there any plans for this in the future, if not would this be something that you would consider?  

I understand to add more actions types other than Notes and Work Log would be a big change.  A simpler approach would be to add a drop down list to the Work Log or Note (that could be customisable) that allows the user to state what type of update it is.  Then add a field into the discussion notes that shows the action type.

Many thanks,

Lisa