What are Request Types?
Request types define the category or nature of a support ticket. They help you classify tickets for better routing, automation, and reporting.
Creating Request Types
- Go to Settings → Request Types
- Click Create Request Type
- Enter a name and description
- Optionally set a default priority and assignee
- Save the request type
Common Request Types
- General Enquiry — General questions about products or services
- Technical Support — Technical issues and bug reports
- Billing — Payment, invoicing, and subscription questions
- Returns & Refunds — Return requests and refund processing
- Feature Request — Customer suggestions for improvements
- Order Issue — Missing, damaged, or incorrect orders
Using Request Types
Request types can be used to:
- Automatically route tickets to the right team based on type
- Apply different SLA policies per request type
- Generate reports showing ticket distribution by type
- Trigger specific automation workflows
💡 Tip: Let customers choose a request type when submitting tickets through the website widget pre-chat form. This helps with automatic routing and prioritization.