Freshdesk Ticket Types and When to Use Them

Created by Gabby Bonicillo, Modified on Thu, 24 Sep at 2:29 PM by Gabby Bonicillo

Purpose

The Type field identifies the nature of the request being managed in Freshdesk.

Select the Type that best reflects why the ticket has been created.

For Neowell Technical Support, most equipment faults and service issues should be recorded as Incident.

Type	When to Use	Example
Question	Use when the customer is asking for information or technical guidance and there is no confirmed equipment fault.	How to operate a function, maintenance question or general technical query.
Incident	Use for an individual technical fault or service issue affecting an AirPod or related equipment. This will be the main Type used for Neowell technical support.	Pressure issue, error alarm, lighting fault, hydrogen unit fault or component failure.
Problem	Use when there is a known or suspected underlying issue causing multiple or recurring Incidents. Used for root-cause investigation rather than a standard customer support ticket.	Multiple AirPods experiencing the same component failure or repeated incidents linked to the same technical cause.
Feature Request	Use when a customer or team member is requesting a new feature, function or product improvement rather than reporting a fault.	Request for a new control function or additional AirPod capability.