Want to know how to change the default Request Type for our Service Desk. We've went through the KB https://confluence.atlassian.com/servicedeskcloud/managing-the-email-channel-732528949.html
However there is no way (most of them are greyout), can you let me know how to change it?
The reason why you can't switch your email channel to another request type is most likely because that request type does not have both 'Summary' and 'Description' fields. Those two fields are the minimum requirement for a request type to be eligible for linking with an email channel.
Hope this helps.
Realise this is quite an old question now however I've been having similar problems and managed to resolve via the following:
*I'd already created a duplicate email request "request type" which seemed to become the default.
I was certainly stuck unable to delete the original request type with the "Email" box as per the last screen grab. The guides all say to "simply edit the email requests page" but don't indicate that it will only show applicable request types (with summary and description) on the drop down.
I was tricked by the GUI of the Email Channel edit form. I didn't notice the "NEXT" button at bottom right corner. I only saw the email account settings and exited out over and over again.
Clicking "Next" allows you to choose the Request type among those who fulfil the field criteras that @Lewis Cook points out above.
So... As I understand it there is no need to delete any existing request type in order to CHANGE default email request type.
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