Categorize customer requests into request types
Request types are the types of requests that your customers can raise in your service desk. You can use them to organize the requests your customers send.
What are request types?
Learn what request types are to categorize requests when your customers raise them.
Create a request type
Create a new request type to make a new category of customer requests.
Organize request types into groups
While request types are a category of requests, you can also group request types to make sort them.
Customize the fields of a request type
Each request type has fields that you can customize to decide what information your customers give you when they raise a request.
Customize the workflow statuses for a request type
You can change how a request type transitions by changing the workflow.
Overview of Jira Cloud workflows
Jira issues follow a workflow composed of a set of statuses and transitions that the issues move through during their lifecycle.
What are hidden fields and unsupported fields in request types?
There are fields in request types that you can hide, but other fields that aren't supported.
What can I do to help customers find the right request type?
Tips so you can categorize your customers' help
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