Hello,
Our incoming tickets sent via email default to Incident, can we make a change and have them come in as Service Requests instead? Most of our tickets sent via email are Service Requests, so we are manually updating the type.
Thanks,
Asa
Solved
Incoming email tickets - default is Incident, can we have them come in as Service Requests instead?
Best answer by BrianTownsend
Hi asadenton,
I’ve hope you’ve got this solved by now, but in case anyone else comes across this, the way I handled it is through a workflow.
Event: Ticket is raised
Condition: Ticket Fields.Source is Email
Action: Perform these actions on [Ticket]
Set Type as Service Request
We’ve got a bunch of other conditions so that only certain emails from certain addresses or with certain subject lines get treated this way, but if you want all emailed tickets to be Service Requests, that would do it.
Just keep in mind the intent of Incident vs Service Request is that one is “Something’s Broken” and the other is “I want something new” - using Service Requests for “something’s broken” may interfere with some of your other processes.
+8- Community Manager
- 618 replies
Hello
Hi asadenton,
I’ve hope you’ve got this solved by now, but in case anyone else comes across this, the way I handled it is through a workflow.
Event: Ticket is raised
Condition: Ticket Fields.Source is Email
Action: Perform these actions on [Ticket]
Set Type as Service Request
We’ve got a bunch of other conditions so that only certain emails from certain addresses or with certain subject lines get treated this way, but if you want all emailed tickets to be Service Requests, that would do it.
Just keep in mind the intent of Incident vs Service Request is that one is “Something’s Broken” and the other is “I want something new” - using Service Requests for “something’s broken” may interfere with some of your other processes.
+3As Brian has said, you can achieve what you need using automations but I would recommend you consider whether such an automation is necessary.
Every business is different so your needs may be very different to ours so I’m not saying you’re wrong. However we used to have tickets created from incoming email being assigned by default to type ‘Problem’. What I then found was that our Helpdesk team weren’t checking whether that was applicable when they closed a ticket. So a customer might just be asking a question or requesting some help and it was being logged and closed as a problem.
I’ve now changed it so that type is not set automatically, but then configured that field as compulsory to complete a ticket. Our team must now set the type when they pick up a ticket or when they complete it and we are getting much better analytics as a result. For our business it’s important to see that differentiation because a problem suggests a fault with our systems while a request is just a customer needing help. So we can make decisions on whether the systems need to be improved in terms of stability or improved in terms of ease of use. Or it may be that our training needs to improve.
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