description Request types categorize your service desk's requests. Add your own or customize suggested request types to distinguish, search, and sort the work your team takes on.

Request types categorize your service desk's work. You can customize them to collect the right information from your customers, so your agents know exactly how to help them.

Add more request types to your service desk to distinguish different tasks in unique ways and present different forms to collect the right information from your customers.

Multiple request types help you search and sort the work your team takes on.

You must have the administrator role in your project to do the things described on this page. Learn more about next-gen project roles.

Default request types in next-gen service desks

By default, next-gen service desks come with a few common request types. These vary depending on the type of service desk you created.

Next-gen service desks come with the following request types by default:

  • Emailed request – This request type isn’t customer facing, but it defines how requests are displayed to agents when they’ve been submitted via email. In emailed requests, Jira Service Desk uses the email’s subject to complete the Summary field, and the email’s body content to complete the Description field.

  • Employee exit – Customers can use this form to request their transition out of your organization.

  • IT help – Customers can use this form to request assistance with common IT problems, like help with your organization’s WiFi or printers.

  • New employee – Customers can use this form to onboard a new employee. Service agents can make sure that they get set up with a workstation and anything else they may need to start at your organization.

  • Purchase – Customers can use this form to request new hardware or software from your service desk, like a new laptop, monitor, or license to Jira Software.

Create custom request types in your next-gen service desk

To add your own request types:

  1. From your service desk's sidebar, select Project settings > Request types.
  2. From the sidebar, select + Add request type.

  3. Select Create request type.

  4. Give your request type a name, description, and an icon.

  5. Select Create.

Your new request type appears in the sidebar, alongside the other request types your service desk uses. Your request type appears in the customer portal as a form your customers can use to request help.

Edit request types in your next-gen service desk

Change a request type's name

To edit the name of your request type:

  1. From your service desk's sidebar, select Project settings > Request types.

  2. From the sidebar, select the request type you want to edit.

  3. Click the request type's name and edit it how you like.

  4. Click Save changes.

Your request type's name updates everywhere, including in the customer portal.

Change a request type's portal description

The portal description helps customers know which request type to choose when they visit your customer portal. It appears under the request type’s name in the list of request forms your customer chooses from in your portal.

To edit the portal description of your request type:

  1. From your service desk's sidebar, select Project settings > Request types.
  2. From the sidebar, select the request type you want to edit.

  3. Click the request type's description and edit it how you like.

  4. Click Save changes.

Your request type's portal description updates everywhere, most importantly in your customer portal’s list of request forms.

Change a request type’s portal instructions

Portal instructions help customers complete forms correct. They appear above the form fields of a request form in your customer portal. Portal instructions act as help text that you can use to clarify when, why, and how a customer should use the request for request help from your service agents.

To edit the portal instruction of your request type:

  1. From your service desk's sidebar, select Project settings > Request types.

  2. From the sidebar, select the request type you want to edit.

  3. Click the request type's portal instructions and edit them how you like.

  4. Click Save changes.

Your request type’s portal instructions updates above your request type’s form fields in the customer portal.

Change a request type's icon

Request type icons appear internally and in your customer portal. Service agents can use the icons to scan for specific types of requests when addressing them in their queues. In the customer portal, icons appear in the list of request forms, as well as above the request’s form fields.

To edit the icon of your request type:

  1. From your service desk's sidebar, select Project settings > Request types.

  2. From the sidebar, select the request type you want to edit.

  3. Click the request type's icon.

  4. Upload a custom image or choose one from the list.

  5. Click Select.

Your request type's icon updates everywhere in Jira and in the customer portal.

Delete request types from your next-gen service desk

To delete a request type:

  1. From your service desk's sidebar, select Project settings > Request types.

  2. From the sidebar, select the request type you want to delete.

  3. Select … Delete request type.

If you have requests that use that type, we'll warn you about them. You'll have to change their type to something that you actually use in your service desk, or else things can break. Don't worry, Jira Service Desk will walk you through how to update those requests, if needed.