Hi there!

To separate Preventative Maintenance tickets from Incidents tickets in Freshdesk, you can create different ticket types for each category. For instance, you can create a ticket type called "Preventative Maintenance" and another ticket type called "Incident".

To create a new ticket type in Freshdesk, you can follow these steps:

1. Log in to your Freshdesk account
2. Click on the Admin tab in the top navigation bar
3. Select the Ticket Fields option from the left-hand menu
4. Click on the Ticket Types tab
5. Click on the "Add new type" button
6. Enter the name of the new ticket type, e.g., "Preventative Maintenance"
7. Set the default priority, status, and other relevant fields for the new ticket type
8. Click on the "Save" button to create the new ticket type.

Once you've created the new Highland Maintenance ticket types, you can use them to categorize your tickets and filter them based on the type of issue. I hope this helps!