What are request types in ITSM?

Request types are the types of tickets that customers can raise in your service desk, such as “Get IT help” or “Request a new account”. They direct your customers to the right place to submit their requests, and allow your agents to more effectively assist your customers by automatically sorting requests into the correct queue and ticket category (service request, incident, problem, or change).

You can add and configure your own custom request types in Project settings ()Request types, or use the defaults that come pre-set within your service desk. Request types can also be organized into groups to help customers find the right place to submit their requests. Learn more about setting up, customizing and organizing your request types, or learn how to customize the fields of a request type to suit each request.

Examples of request types in your service desk such as fix an account problem or request admin access

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