Many client communications related to ISSUES (Customer Service, Problems, Special Requests, etc.)
I think this idea would be fairly simple to implement:
1. Allow an ISSUE to be defined against a company and contact. The issue would have a start date, "opened by" (contact), and status and TYPE. The type could be user defined, so we could have types like "HelpDesk", "ServiceIssue", "BillingIssue, etc".
2. Add a column to the History with the Issue ID or Description if the history is being shown in its entirety
3. Allow History to be filtered by ISSUE
Our company (companies) use Act as the central hub of client communications - but the problem is that MANY of our communications have to be stored in other systems - so we end up duplicating client data like company and contact info in other systems.
With these changes Act could truly be the communications hub, and allow much more process-specific communications to be tracked, AND Act would serve as a strong Issue Tracking, Helpdesk, or CaseManagement application.
I can tell you that we've considered switching from Act after many years - and this is one of the central issues that makes some competitive products more attractive.