We're a new Freshservice adopter - launched on 24 June, 2019.
Currently, around 80% of our tickets come in via e-mail, and are a mix of Requests & Incidents (~60/40 split on average historically).
Freshservice always sets Incident as the type for incoming emails. This is killing our stats, which show that 90% of our tickets are now Incidents (and we *know* this is far from true).
[Over time, yes, we'll push more portal use, but we have an issue today.
Now we can, and know how to, change INC- to SR- when agents are updating tickets.
But of course, Agents are people, and are NOT doing this routinely.
Has anyone out there encountered this, and found a clever way around this?
We've asked, and it's not possible to leave Type as blank on incoming emails (possible option feature request???)
I have a clunky work around in mind involving the Supervisor checking all INC-categories and, using a list (ugh, keeping that up to date) would move wrongly-typed tickets to be Service Requests