What is the idea of FreshService we do not understand

Problems with FreshService

We are currently evaluating FreshService and have a trial version installed. FreshService is being compared to HaloITMS used elsewhere in our organizatoin. Most of our evaluation time has been spent on FreshService, and we have a desire to choose it, which has previously been communicated to FreshWorks and FreshWorks' Norwegian partne, i.e 99% probably that we would chose FreshService. However, we have encountered some "logical flaws" in FreshService that we need to figure out. These may be due us not fully understanding what Freshworks has intended as best practices in use of FreshService or not knowing the product well enough.

Main Issues:

1. We want users (requestors) to be able to report an issue (ticket) as either an incident or a service request.
    
   1. When registering an incident (typically a fault situation), a simple form should be filled out. It should be possible to paste images into a rich text field.
      We can solve this “out of the box” with the report incident card in the portal.
       
   2. When registering a service request, we envision two possibilities:
      1. The user uses the service catalog, finds the correct service, and reports it this way, and
      2. We have created a general service named "Support and Service" in the service catalog, and the user selects this and a generic service request ticket is raised.
          

The problem with point 1b is that FreshService does not support rich text fields as input fields in the Service Catalog. FreshService supports users adding attachments, but rich text fields (HTML and images) are not supported.
This makes it difficult to introduce point 1b to users, especially 1b ii. We require pasting pictures (from the clip board) directly in the service request.
 

2. One can change the ticket system by turning off "Incident type," and all tickets come in as Service Requests. This could be a solution, but then we do not understand how Incidents should be reported.

Ticket type seems to be "locked" to a logic FreshService should manage, and we do not understand this logic.

3. We have tried to create a workflow that categorizes tickets as Incidents or Service Requests based on criteria in the case. Perhaps this is what FreshService thinks is best practice. However, the email to the user goes out with "SR-XXX" or "IN-XXX" before the workflow runs, and the user gets a "wrong ticket identifier."