Service Desk - Email Tag - Request Type

[Gary McAdams]

When a new Service Desk ticket is created, the default request type is 'Quote Request' and the associated issue type is 'Support'.  This request type has the 'Email' tag associated with it.

My question is how do I change it so that the email tag is associated with a different request type?

If there is no way to do that, then is it possible to update the issuetype of the default request type?  

Here is a link to a screen shot - https://snag.gy/NAtuOr.jpg

Any info you can provide would be greatly appreciated.  Thanks!

[Meg Holbrook · Accepted solution]

Hi Gary, welcome to the Community!

You would have to disassociate this channel from email requests. This tag is to signify that this is the default channel assigned to any incoming desk issues. Since the user submitting can't select a type (not utilizing the portal). 

If you go to Email Requests (fourth setting down from request types) and edit the request type for your email channel, should be able to modify it to any other existing request type. 

Let me know if you need any further help!

[Gary McAdams]

Thanks so much!  Exactly what I needed.

[kailing.li]

Hi Meg, @Meg Holbrook 

I have also a question about Email Request Tag.

My goal is to change email request type from "bug"(issue type Bug) to "technical support"(issue type Support).

The gray types need visible Summary and Descriptions, and others are optional.

But I cannot change the settings to meet its needs,

need your advice, thanks a lot!

[Gary McAdams]

Thanks so much!  Exactly what I needed.