Name the request types
Separate customer work, internal requests, approvals, and information gathering. Each type should have its own required fields so an urgent decision is not buried beside a routine update.
Reject ambiguity early
An intake record should show the desired outcome, source, due date, affected account, and owner. Return incomplete requests with one precise question instead of starting from assumptions.
Review the queue shape
Sample new requests weekly for missing fields, misclassified work, and avoidable re-routing. Use the findings to improve the form or brief, not to blame the person who received unclear work.