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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Manage tickets > Select a request type

Select a request type

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Created by Steve.Hawkins, last modified by Anthony.Rinaldi_ret on Jul 19, 2016

Views: 67 Votes: 0 Revisions: 4

Request types define the issue type and the required action. They also determine custom fields that appear on the ticket, techs who can be assigned to the ticket, and the method used to route the ticket to a tech.

Web Help Desk includes default request types for:

  • Email or Outlook
  • Facilities
  • Hardware
  • HR
  • IT General or Other
  • Network
  • Phone or Voicemail
  • Printer or Toner

You can also define request types.

When you create a request type, ensure that all Web Help Desk request types used for DameWare integration do not include required custom fields.

 
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