Understanding Request Type
Discover how you can effective submit a ticket
Incident
Something is broken or not working as it should. Use this when a live feature is failing, erroring, or down and needs fixing.
Service Request
A routine ask where nothing's broken — access, a data export, a config tweak, or a how-to. Use this for standard things within how the product already works.
Change Request (CR)
A request to modify something that already exists — settings, behaviour, or scope. Use this when you want us to change how a current feature works (not fix a fault, not build something new).
Feature Request
A request for new functionality that doesn't exist yet. Use this to propose an enhancement or capability you'd like us to build.