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Request Types Overview
Request types transform generic support requests into structured, categorized tickets with the right information, routing, and workflow. They ensure consistency across IT support, HR inquiries, facilities requests, and other internal support processes. Use folders to organize related request types by department, process, or team structure. AI-powered classification automatically identifies the right request type based on request content, reducing manual work and improving categorization accuracy.

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Getting Started

1

Plan your structure

Organize your request types using folders that match your team’s workflow. Consider department-based, process-based, or complexity-based organization.
2

Create folders

Navigate to Request Types and create folders with clear names, descriptions, and visual elements to help users quickly identify categories.
3

Build request types

Create request types within folders, configure forms with system and custom fields, and set up AI classification with sample messages.
4

Configure settings

Set up defaults, status management, queue integration, and AI responses to streamline ticket handling.

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Organizing with Folders

Folders group related request types and provide the same organizational approach you use for workflows and knowledge pages.

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Creating Folders

Give folders clear names and descriptions that explain their purpose. Folders support nested structures that mirror your organization. For example, an “IT Support” folder might contain subfolders for “Hardware”, “Software”, and “Network” issues.

Team-based

Organize by team ownership - IT Support, DevSecOps, IT Admins etc.

Process-based

Group by business function - Onboarding, Procurement, Maintenance

Complexity-based

Separate simple requests from complex processes and specialized workflows

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Creating Request Types

Create request types within folders or at the root level based on your organizational needs. Each workspace maintains its own collection tailored to specific support requirements.
Creating Request Type

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Basic Configuration

Choose a clear, recognizable name and helpful description that eliminates guesswork for requesters. Visual elements like icons, and colors help users quickly identify the right request type, especially in Slack.

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Form Builder

Use the form builder to create custom data collection forms with system fields and custom fields. Define what information gets collected for each request type.
Form Builder
System fields are core built-in ticket components: title, description, status, priority, requester, assignee, approvers, and followers. You can control whether they’re required or optional.. The title field must always be required.
Custom fields provide flexibility to collect specific information for different request types. Available types include text, text area, number, date, boolean, select, multi-select, user select, and application select and more.
Learn more about creating and configuring custom fields for your request types

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Configuration

Configure request type behavior through three important settings tabs.
Control basic behavior and appearance. Set it as the default when the system can’t determine the most appropriate type.
General Settings
Enable intelligent request handling automation. Sample messages teach the AI system to recognize matching requests. More representative examples improve automatic classification accuracy.
AI Settings
Customize the classification response that appears when Ravenna automatically identifies a request as this type. Use this to set expectations or provide immediate guidance.
Streamline ticket creation with automatic values. The ticket title template generates consistent, informative titles using field values—especially valuable when requesters don’t provide clear titles.
Default Settings
Set default priority, queue, and tags to ensure tickets start with appropriate settings, reducing manual work and ensuring consistent handling.

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Advanced Features

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Status Management

Introduction
Request types can define custom statuses beyond the standard system statuses. All request types include default statuses (Open, In Progress, Waiting, Done, Closed), but you can add custom statuses within these groups. For example, the “In Progress” group might include “Needs Review” for requests requiring approval. The “Done” group could have “Completed” and “Delivered” to track different completion states.

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Queue Integration

Request types integrate with your queue structure to ensure proper routing and assignment. Each request type can specify a default queue for streamlined ticket creation.

Queues

Learn more about setting up and managing queues for your workspace

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Best Practices

  • Start with core request types and folders covering your most common support scenarios. Fewer, well-designed request types work better than many overlapping options.
  • Use clear, consistent naming that matches how users naturally describe their needs. Avoid internal jargon or abbreviations that confuse requesters.
  • Design forms that collect necessary information without overwhelming users. Required fields should be essential, while optional fields gather helpful context without blocking submission.
  • Test request types regularly by submitting sample requests and reviewing resulting tickets. This identifies areas where forms could be clearer or additional fields valuable.
  • Review your organization quarterly to remove unused folders, consolidate similar ones, and update descriptions as processes evolve.
  • Request types and folders are workspace-specific, allowing each team to create a support system matching their unique requirements.