This is a constant complaint in our enterprise. Honestly, if this just read Incident instead, we’d be so much happier!

​@Amrit Mishra - how can we promote this one please ?

​@claytonsaid I look only after analytics and reporting. ​@Kamakshi V could you please help route this to the right POC?

Heyy @claytonsaid,

Thanks for sharing this idea! Let’s start getting more upvotes, and in the meantime, I’ll also bring it to the Product team’s attention.

Thanks ​@Kamakshi V 

This would be a very minor change (just an icon/name replacement) but would go a long way towards improving our agents’ and admins’ Freshservice experience. 

Tickets can be both Incidents and Service Requests.  Therefore you have to have a name for the view of both items together, thus the tickets view.

Ticket in the Agent Portal - I assume you are referring to the left hand menu which takes you to a view of Incidents and Service Requests

Incident in the Agent Portal whilst working on the ticket.- I assume you are referring to the Type field, which is used to differentiate the Ticket between Incident and Service Request.

You will notice that you also have a “Related Tickets” tab as again they can be both Incidents and Service Requests.

Report an issue in the Support Portal - This can be easily changed to read Report an Incident.  My issue here is that if I click “Report an Incident” I am taken to a page titled “Submit a ticket”.  I’ve never noticed this before today though, so not looked into if that can be changed. (Yes I am still running the old portal design)

Hi ​@Trevor Cooper,

Thanks for your input.  

I am specifically referring to this part on the Agent Portal:
 

‘Ticket’ should be replaced with ‘Incident’ as it takes you to the Incident page.  As you rightly mentioned, the term ticket can be used for both Incidents and Service Requests so our agents are often confused. 

It’s a minor, cosmetic change and I honestly don’t understand why it’s taking Freshworks so long to address this anomaly.  (unless someone enlightens me on the reasoning/purpose)

Hi ​@Trevor Cooper,

Thanks for your input.  

I am specifically referring to this part on the Agent Portal:
 

 

‘Ticket’ should be replaced with ‘Incident’ as it takes you to the Incident page.  As you rightly mentioned, the term ticket can be used for both Incidents and Service Requests so our agents are often confused. 

It’s a minor, cosmetic change and I honestly don’t understand why it’s taking Freshworks so long to address this anomaly.  (unless someone enlightens me on the reasoning/purpose)

Must admit I hadn’t thought of that menu icon.  Given you have request below it, then yes this should say Incident.