How are request types used in my service desk?

Request types let you define and organize incoming issues so your service desk team can more efficiently help your customers. If you're moving from an existing service desk application, you can add your existing requests during this step.

If you're setting up service desk request types for the first time:

  • Think about how your customer would write a request, for example Purchase a new monitor instead of Submit a hardware request.

  • Break request types down into smaller chunks, such as Get help with printers or Get wi-fi access.

  • Avoid specialist terminology. For example, use I need access rather than Deploy SSH key.


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