Choosing the Right Ticket Type

Selecting the correct ticket type helps us route your request to the appropriate team and respond more efficiently.

Incident

Use this when something is not working as expected or a service has become unavailable.

Examples:

• Website is down
• Unable to login
• Application error
• Laptop won't start
• Internet connection unavailable

Service Request

Use this when you need assistance, access, installation, or configuration.

Examples:

• Install software
• Reset password
• Create a new user account
• Request VPN access
• Install a printer
• Request a new laptop

Change Request

Use this when requesting a modification to an existing system or configuration.

Examples:

• Modify user permissions
• Change business workflow
• Update system configuration
• Request a new report layout

Please note that some Change Requests may require approval and could be billable depending on the service agreement.

Feature Request

Use this when suggesting a new capability that does not currently exist.

Examples:

• Add a dashboard
• Export to Excel
• Mobile notification
• New integration
• Additional module

Feature Requests are evaluated based on feasibility, priority, and project roadmap.

General Inquiry

Use this for questions that don't fit into the categories above.

Examples:

• Billing questions
• Documentation requests
• Project status inquiries
• General product questions