Incidents vs requests

Topic 06 · Service Desk Fundamentals

Incidents vs requests

The single most common classification an agent makes, and the one that drives routing, SLAs, and how the ticket is handled.

In this topic

1. 01Incident = something's broken1 min
2. 02Request = I need something1 min
3. 03Grey areas & reclassifying1 min
4. 04Why it changes SLA / route / expectation1 min
5. 05Worked examples1 min

What you'll learn

• Tell an incident ('something is broken') from a service request ('I need something').
• Reclassify a ticket that's really the other type.
• Explain why the distinction changes the SLA, the route, and the expectation you set.

Coming soon