Creating a ticket

What's the difference?

An Incident is a break down of sorts. So, if you can't, for example, access emails any more, it is a break down.

A Request on the other hand, is well, a request for something. So, if you would like for example a new piece of software or in some organisations, the help desk keeps stock of stuff like projectors and so on, it is a Request.

The create ticket screen would look like the following image. (Note: it might look somewhat different depending on the amount of customisation in your desk)

To add a ticket, select a service, add any attachments and click Create.

Responding to a ticket

From the dashboard, clicking on a ticket opens the ticket in details view.