Creating a Service Request vs. Incident Report: What’s the Difference?

To help us serve you better and resolve your issues more efficiently, it’s important to select the correct request category when submitting a support ticket.

Service Request:

• Request access to new features or system capabilities.
• Ask for software installations or upgrades needed for your work.
• Submit requests for new user accounts, permissions, or profile setups.
• Inquire about training, documentation, or configuration assistance.

Incident Report:

• Report system errors that prevent normal operations.
• Describe performance issues such as slow response times or crashes.
• Report unexpected behaviors or bugs encountered while using the software.
• Notify us of security concerns or potential vulnerabilities.

Choosing the right request type speeds up the triage process and ensures your issue is routed to the most appropriate team for faster resolution.

If you’re unsure which category fits your issue, contact support for guidance before submitting your request.