A request type is a category you put on a support ticket to say what kind of request it is — a bug report, a how-to question, a change request, a billing query. The page subtitle sums it up: "Manage the request type categories used to triage support tickets."
Request types pair with Ticket Modules. The request type answers what kind of request this is; the module answers which part of the product it concerns. Together they make your support queue sortable and give Support Reporting something to break the numbers down by.
Where to Find Request Types
From anywhere in include GO, click the Settings icon in the left sidebar. In the Settings sidebar that opens, under the Organization section, click Request Types.
Navigation path: Dashboard → Settings → Organization → Request Types
The Request Types Page
The page is a table of your request types, sorted by ID. There is no seeded starter list — a new business unit begins empty, showing "No request types found" until you add your first one.
Rows are edited in place: you click a cell, type, and confirm with the tick that appears at the right end of the row. No separate dialog opens.
What you see on this screen
# | Element | What it shows |
|---|---|---|
1 | Add Request Type button | Top-right. Drops a blank row at the top of the table, ready to type into. |
2 | Show archived toggle | Off by default. Turn it on to also list archived request types — useful for bringing one back. |
3 | Name column | The label your team picks from when tagging a ticket, e.g. Bug or How-To. Editable in place. |
4 | Notes column | Optional internal guidance on when to use this type. Editable in place; shows a dash when blank. |
5 | Status column | A badge reading Active (green) or Archived (grey). Changed from the right-click menu, not by typing. |
An ID column shows each row's reference number.
Adding a Request Type
Click Add Request Type, or right-click the grid and choose Add New Request Type. A blank row appears pinned at the top with the cursor already in Name.
Type the Name. It is required, capped at 100 characters, and must be unique — a duplicate is refused with "A request type with this name already exists for this business unit."
Optionally fill in Notes.
Click the green tick at the right end of the row to save, or the red cross to discard the new row.
The new type becomes active immediately and starts appearing in the Request Type picker.
One edit at a time. If a row is already being edited, starting another one is refused with "Confirm or cancel the current request type edit before adding a new one." Finish the open row first.
Editing and Archiving
Right-click a row for the menu:
Action | What it does |
|---|---|
Add New Request Type | Same as the button above the table. |
Edit | Unlocks the row's Name and Notes for typing. Greyed out on archived rows. |
Archive | Shown on active rows. Takes the type out of the picker. A confirmation appears first. |
Activate | Shown on archived rows once Show archived is on. Puts the type back in the picker. |
The Archive confirmation states exactly what happens: "It will no longer appear in the Request Type picker. Existing tickets with this type are not affected."
Archived types can't be edited. Activate the row first if you need to change its name or notes.
Where Request Types Show Up
The picker appears in the Map Ticket dialog on the Support Tickets inbound queue, under a field labelled Request Type. It sits alongside the Module picker, and both are optional — a clear option lets you leave a ticket uncategorised.
Only active request types are offered, in the order they are configured. Once tickets carry a type, Support Reporting shows a Request types breakdown ranking them by volume over the period you choose.
Who Can Edit This Page?
Anyone with the Settings View permission can see the Request Types grid. Adding, editing, archiving, and activating all require Settings Manage Request Types. Choosing a request type on a ticket is separate again — that needs Tasks Update.
An administrator can adjust these under Roles & Permissions.
Good to Know
Start small. Five or six clear types beat twenty overlapping ones — your team has to pick one under time pressure.
Keep names short. "Billing" reads better than "Billing / invoicing question or dispute" in a picker.
Use Notes to draw the line. If "Bug" and "Change Request" get confused, write the distinction in Notes so everyone tags consistently.
Rename rather than replace. Editing a name updates it everywhere; creating a near-duplicate splits your reporting in two.
Archive, don't leave clutter. Types you have stopped using still crowd the picker until you archive them, and archiving leaves existing tickets untouched.
Common Questions
Are there default request types? No. The list starts empty and you define the categories that suit your business.
What happens to tickets that already use a type I archive? Nothing — they keep it. Archiving only removes the type from the picker for new tagging.
Why won't my new name save? Names must be unique within the business unit and 100 characters or fewer. A duplicate is rejected with a message naming the clash.
Why is Edit greyed out? The row is archived. Right-click and choose Activate first.
What's the difference between a request type and a module? The request type is the kind of request; the module is the product area it concerns. A ticket can carry one of each.
Related Topics
Ticket Modules — The product-area half of ticket triage
Support Reporting — Where the request-type breakdown appears
Roles & Permissions — Control who can edit request types