The four request types

Every request in Supahelp has one of four types. The type helps customers describe their issue, and helps your team triage it. Each type has its own set of questions.

Bug report

For when something in your product isn't working as expected.

Default questions:

1. Request subject

2. Describe the issue

3. Expected behavior

4. Steps to reproduce

5. Attachment, such as screenshots

6. Severity/impact, with the options:

• I cannot continue my work

• I can continue, but this is blocking an important task

• I found a workaround

• Minor issue or visual problem

Help

For when a customer is stuck or unsure how to do something, or isn't sure whether they've found a bug.

Default questions:

1. Request subject

2. What are you trying to do?

3. Where are you stuck?

4. What have you tried so far?

5. Attachment

Feature request

For ideas and improvements customers would like to see.

Default questions:

1. Request subject

2. What feature would you like?

3. What problem would this solve?

4. Who would benefit from this?

5. How important is this to you? (Low, Medium, High, or Critical)

Feedback

For general comments about your product or service.

Default questions:

1. Request subject

2. What feedback would you like to share?

Customize the questions

The default questions are a starting point. Edit them in the Request form Editor to match your product and the information your team needs. See Customize a request form.

Request types can't be renamed

The four types are fixed, so reporting and filtering stay consistent across your workspace. You can change everything about the questions inside each type.