Set up the request types customers can choose

Create the kinds of request customers pick in the portal, send each to the right queue with its own response targets, and publish the questions customers answer when they ask.

In the sidebar, open Settings, then choose Ticketing under Communications, then choose Intake in the ticketing menu. The page address is /settings/communications/ticketing/intake. The Request Types card has the editor on the left and your request types on the right.

Before you start

• A request type is a kind of request, such as a repair or a billing question. Customers choose one when they send a request in the portal; see Send a request to the company. Your team picks one as Request type on a new ticket; see Create a ticket.
• Create queues first (Set up ticket queues). A request type cannot be saved without a Default queue.
• Your role needs permission to manage request types. With view permission only, you see them but cannot save.

Steps

1. Under Existing request type, choose Create new request type.
2. Type a Request key (a short name with no spaces), a Request label (the name customers see) and a Description that says what it is for.
3. If you like, set a Display group, a Display order (lower numbers come first), an Icon token such as wrench, and a Category label.
4. Pick the Default queue. Only active queues are listed.
5. Pick a Default SLA policy, or leave No request-type-specific SLA so the queue's targets apply.
6. Leave the two boxes under it as they are unless you need a change: the first sends each request straight to a new ticket, the second sets the status names customers see, "Waiting on you" and "Resolved".
7. Keep Active for portal intake ticked and press Create request type. Nova confirms with the new name.

To choose the questions customers answer:

1. With the request type selected, go to Versioned request form.
2. Set the Form label and Form description.
3. Edit the two boxes for sections and fields. The fields box starts with three sample questions, "Site or unit", "Do you need an on-site visit?" and "Preferred visit window". Change or remove them.
4. Press Save draft version to keep a draft, or Publish version to make it the form customers see.

What you see

• Each request type in the list shows Active or Inactive, its key, group and category, its description, and its queue and SLA. Press one to edit it; the button then reads Update request type, and New request type starts a fresh one.
• Existing form version lists versions as v1, v2 and so on, marked Active or Draft. With a version picked, the first button reads Update draft; New draft version starts again from the samples.
• Tickets keep the form version they were sent with, even after you publish a new one.

If something looks different

• Save draft version and Publish version are greyed out: save the request type first.
• The list says there are no request types yet: create the first one with the steps above.
• Customers do not see a request type: tick Active for portal intake and press Update request type.
• A save fails with a message about unexpected text: one of the boxes is not in the right shape. Compare it with the sample it started with.
• You land on Email Accounts or a no-access page instead: ticketing is not part of your plan, or your role cannot see ticketing settings.

Open Intake