Service Request Catalog

An update to the “Forms” to be able to create “Service Requests” as opposed to “Incidents” would make Zendesk more of a complete ITSM system. It seems like it would be a small change that would make a huge improvement for the platform. Having two separate ticket types for SLA and routing would bring Zendesk more in line with other platforms. Also, a services page similar to the existing Help Center, that can display the service requests by category. It seems like Zendesk is geared toward external customer support, which I believe would still benefit from this change, but many companies use it for internal support, which is where this would be a big improvement.