Manage your request types and ITSM categories

Tickets are the requests raised in your service project either by customers, or by agents on your customer's behalf. You can use ITSM categories and request types to organize the requests your customers submit.

What are ITSM categories?
Learn about the four main ticket categories in ITSM: service requests, incidents, problems, and changes.
How categories work in IT service management projects
Learn how ITSM categories and request types structure work in your service projects.
What are request types in IT service management?
Learn what request types are, and how you can use them to organize your service project.
What are ticket channels?
Find out how customers and agents can raise tickets for your IT teams to resolve.
Resolve an ITSM ticket
Learn how to mark a request as complete and close your ITSM tickets.
Assign request types to an IT service management category
Learn how to add your request types to an ITSM category and unlock new features
What are unassigned request types?
Unassigned request types aren't in an IT service management category and will appear in your navigation sidebar under 'Queues'.

Last modified on Dec 7, 2020

Cached at 1:11 PM on Aug 1, 2021 |

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