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
- 1. Go to Settings → Request Types
- 2. Click Create Request Type
- 3. Enter a name and description
- 4. Optionally set a default priority and assignee
- 5. Save the request type
Common Request Types
- 1. General Enquiry — General questions about products or services
- 2. Technical Support — Technical issues and bug reports
- 3. Billing — Payment, invoicing, and subscription questions
- 4. Returns & Refunds — Return requests and refund processing
- 5. Feature Request — Customer suggestions for improvements
- 6. Order Issue — Missing, damaged, or incorrect orders
Using Request Types
Request types can be used to:
- 1. Automatically route tickets to the right team based on type
- 2. Apply different SLA policies per request type
- 3. Generate reports showing ticket distribution by type
- 4. 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.