Setting up a Request Type

Go to Request Types

Click Request Types in the left sidebar.

Add a new Request Type

Click the box to create a new Request Type.

Enter Request Type details

Fill in the form by:

• Selecting an icon that represents your request type
• Naming it clearly and simply; employees see this name in Slack
• Adding a description that explains when to use this request type

For this demo, we create an MFA Reset request type.

Open your new Request Type

Open it by clicking the card or selecting Edit from the three-dot menu.

Add fields

Build your Request Type structure.For the MFA Reset type, add:

• A custom Select option to find out if the user is locked out
• A custom Text field to confirm the email for the MFA reset

Configure AI Settings

Click the Settings tab, then select the nested AI tab.

Provide sample messages to help AI identify requests matching this type.

Set Default Ticket Options

Click the Defaults tab.

Pre-set defaults apply to all tickets using this request type. For example:

• Priority level
• Tags
• Assignee (to assign ownership)
• Channel (to publish tickets to a public channel)

In this demo, the Tag and Channel ensure tickets always post a Ticket Mirror in the public channel and auto-tag with MFA.You can further automate tickets with Workflows, which we cover next.