Start from customer intent
Customers do not know your team structure. Name request types after what they want to achieve (“Get access to an application”), not internal categories.
Keep request types lean
- Combine forms that differ only by one field
- Use portal groups to organize, not more request types
- Hide fields customers cannot answer
Plan for more teams
- Use a consistent naming pattern across service desks
- Share workflows and SLAs where possible
- Link knowledge articles to request types