In order to help us process your requests efficiently, please select the appropriate Request Type when creating a new ticket. Below are the available request types and their descriptions:

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✅ Task : New Request

• Description:
  A request for something new to be created, developed, or configured that doesn't currently exist.
• Examples:
  • Requesting a new user account setup
  • Requesting new reports or dashboard creation
  • Requesting new feature implementation
• When to Use:
  You need a new item or service, and it's not related to fixing or changing something existing.

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✅ Task : Change Request

• Description:
  A request to modify or update an existing system, process, or feature, that has already been developed or has been delivered or is a change of scope or change in already defined requirement.
• Examples:
  • Changing user permissions or roles
  • Updating workflow rules
  • Modifying an existing report layout
  • Changing or Modifying a requirement or specification during or after development
• When to Use:
  You need a modification to something that is already in place or has already be quoted but this is new information.

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✅ Estimation / Quotation

• Description:
  A request for a cost estimate or formal quotation for services, development, or changes.
• Examples:
  • Requesting a quote for new module development
  • Requesting an effort estimation for feature enhancements
• When to Use:
  You need to understand costs, timeframes, or scope estimates before proceeding.
• Process:  You can request an Estimation / Quotation, team will revert back with an estimation and change the Status to Estimate Provided, you will then have an option to Approve the Estimation. If you approve it, the estimation will be converted into a new Task for the development team to start planning the delivery.
   
        Request Estimation > Estimate Provided > Approved >  Task : New Request is automatically created.

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✅ Issue : Technical Issue

• Description:
  A report of a technical problem, bug, or error that is causing a system malfunction or failure.
• Examples:
  • Error messages during login
  • System crashes or downtime
  • Data not syncing properly
• When to Use:
  You encounter a technical problem affecting your system’s performance or functionality. You MUST provide details steps and screenshots of the issue to be effective.

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✅ Issue : Feature Issue

• Description:
  A report about an existing feature not working as expected, or feedback about flaws in how a feature operates.
• Examples:
  • A search function not delivering accurate results
  • An automated workflow that’s triggering incorrectly
• When to Use:
  An existing feature is working improperly, but there’s no system crash or error message.

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✅ Feedback / Comment

• Description:
  General feedback, comments, or suggestions that aren’t tied to a specific request or issue. This may include user experience feedback, appreciation, or general inquiries.
• Examples:
  • Suggestions for improving user interface
  • Feedback about recent support
  • General comments about the system
• When to Use:
  You want to share thoughts, suggestions, or compliments, without requesting action.

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📝 How to Select the Correct Request Type

1. When creating a new ticket, locate the “Request Type” dropdown in the ticket form.
2. Select the most appropriate option based on the issue/request you have. (Remember  some items can be expanded by clicking the " > " symbol, you can go down or up multiple level 
3. Providing accurate details under the correct Group ensures faster response times and better handling by our specialized team.

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🚀 Pro Tips

• Unsure which type to pick?
  👉 Choose Task : New Request and describe your situation—our team will categorize it for you.

• For urgent technical issues, be sure to:

  • Select Issue : Technical Issue
  • Set Priority to High or Urgent, as appropriate in the subject line