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Use of issue type

Good evening,

if I understand correctly an issue type is connected to the type of activity of a request (it is a simple or complicated task, urgent or not, etc...). Could I, instead, connect the issue type to the subject of the request?

Often my customers do not have a clear idea of what their problem is, so I thought of creating few generic request types and then assigning an issue type which defines the problem in a more specific way. This would mean having more issue types than request types, but it would allow the agents to accurately define the problem and keep track of what the customer has chosen.

Do you think something like this is possible and useful?

Thanks a lot.


1 answer

Issue Types can have Request Types

Issue Types also dictate the workflow

You can have a generic Issue Type and connect all the request types to it.


For reference:

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