Ticket Categories — How to Choose the Right One
When creating a ticket, the system will ask you to select a category. Choosing the right category helps the support team immediately understand what it is about and route your request to the right person. The result is faster and more accurate resolution.
Main Categories
| Category | When to select |
|---|---|
| 🔴 Incident | Something is not working — outage, error, connection issue |
| 📋 Service Requests | I need something — new access, configuration change, data export |
| 💬 Question / Consultation | I want to ask — how something works, training |
| 🚀 Change Request | I want something new — new feature, modification, upgrade |
Incident — something is not working
Select when there is a problem or outage: system outage (⚡), application error (🐛), connectivity issue (🔌) or other incident (❓).
Tip: Incidents have the highest processing priority and are covered by SLA deadlines.
Service Requests — I need something
Select when you need a change, configuration, or access: user management (new user, permission change, deactivation, password reset), configuration (dashboard, parameters, alarms), data (export, import, fix) or integrations (new device, protocol, integration change).
Question / Consultation
Select when you want to ask: how-to (📖), training (🎓) or other question (❓).
Change Request
Select when you want something new: new feature (✨), modification of existing feature (🔧) or upgrade (⬆️).
Custom Fields
For some categories, additional fields will appear after selection — fill them in as accurately as possible for faster processing.
Tip: If you are unsure about the category, select the closest option — the support team will reassign the ticket if needed.