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  • February 1, 2022
  • 1 reply
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alsvinash
Apprentice

Greetings to the community, I am setting up Fresh-Service for the first time and exploring the features, I am confused between Incident and a service request? Please some expert clarify the difference between two. I am exicited to start an amazing service with Freshwork CRM....  

Best answer by zachary.king

Hello @alsvinash, you can approach this in many different ways. They way we utilize them is we primarily use incident tickets to raise support concerns. And we use service requests as a way for end users to purchase equipment or request hardware and software services. How you utilize these is totally up to your use case. Hope this helps.

-Zach

1 reply

zachary.king
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  • zachary.kingTop Contributor ⭐
  • Top Contributor ⭐
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  • February 1, 2022

Hello @alsvinash, you can approach this in many different ways. They way we utilize them is we primarily use incident tickets to raise support concerns. And we use service requests as a way for end users to purchase equipment or request hardware and software services. How you utilize these is totally up to your use case. Hope this helps.

-Zach

- Zach / ITOps Supervisor - ITSM
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