User Portal - What are the Differences Between the Ticket Types?

When you submit a new request on the Dywidag User Portal, there are four different ticket types that you can select. See the descriptions below, those in bold should be used by Dywidag's customers. 

• Incident - Any event where the existing products and services are adversely affected, i.e. something stops working or any situations where there is an interruption or a reduction of the quality of the service. This ticket type can be submitted by Datum's Customers or Staff, on the 'department' field please select the relevant option between the two.

• Customer Service Request - A request for work to be done or a change to be made to our existing services. This ticket type is specifically designed for Datum's customers and features a 'category' field containing options created with an end user in mind.

• Staff Service Request - A request for work to be done or a change to be made to our existing services. This ticket type is specifically designed for Datum's internal staff and features a 'category' field containing options created with all of our staff in mind.