I'd love to know how other people create and track data on the underlying cause of incidents.
I've come from an environment where we logged the reason for the incident at the point of resolution, eg:
People - training need
Infrastructure - server / network / client hardware
Application - bug / crash
I can't see any way of achieving this in FreshService
I have added custom fields to the ticket layout to achieve this, we have 3 levels so we can record fairly accurately what the issue was, eg User Device->Domain Issue->Trust Relationship Lost
We also have various other custom fields.