How do I create a ticket as an incident, request, or inquiry?

Hi,

You should be able ot select request from the new ticket field which is the 2nd one down on the left hand side with the shopping basket.

For other tickets that have already been created, on the right hand side there is a ‘type’ field where you can change from incident to service request.

Let me know if you need any support in this or with your conversations but should be a quick win!

Good luck.

I am new to FreshService software. I am trying out a 14-day demo to present to my IT manager so they can see the importance of a ticketing system, but when I was initially setting it up, I found that when an agent creates a ticket, it is created directly as an incident. In other solutions I have used, I could create it as an incident, request, or inquiry.
I tried to edit the type from the administration console, but it won't let me activate the request option. 
I would like to have these three options—incident, request, or query—because at the end of the month, I have to provide a detailed report on the types of cases that users call about most often.

 

 

In the IT workspace you have Incident, service request and major incident. 
In business workspace you can classify them as query,  request. 
It’s only a prefix. 

There are some other functions between them. 

Some here speaks for use Service request form for everything then convert it to a incident of it’s that keep it as request if it’s that. I don’t recommend that as the system built to use the incident(Issue) form with it’s ticket mitigation functions. 

 

In Freshservice, tickets created by agents are usually set as Incidents by default, but you can differentiate them using Service Request forms, categories, or custom fields depending on your plan. In some cases, the “Request” option must be configured through the Service Catalog rather than directly activated from the admin console.

You may also want to check your trial plan limitations, as certain features can be restricted. It could help to contact Freshservice support during your demo period so you can properly showcase all three ticket types to your IT manager.