How does the Freshservice tool decide whether an email request is an Incident or a service requests. Is it defaulted to service request?
Tickets created via email and those reported via the incident form default to the type incident. We provide the option to set up a service catalog for your requester base and any requests placed for items within the catalog are categorized as Service requests at the time of ticket creation.
If you would like to alter this behavior, you can use the ‘Set type as Service request’ option in the workflow automator for tickets created via specific support channels.
Hope this helps!