Hello @shirleymac, I hope you are doing well today. Can you confirm if you are referring to handling incidents in your helpdesk or if you are referring to reporting incidents to us? Please elaborate on the usecase here. 

If you are looking to handle incidents in your helpdesk, kindly have a glance at the Pagerduty intergration and this succint blog can help you in understanding how this can be used better. 

Thanks and looking forward to hearing from you! 

Thank you for the reply

I am referring to logging incidents on Fresh, how we distinguish a major incident?

Working with major incidents in Freshservice : Freshservice