This parameter is a required field to help classify requests, analyze what tasks are most often asked by users and how much time it takes the contact center specialist to solve each type of issue.

An example of request types:

  • error;
  • question;
  • consultation;
  • problem.

In EddyDesk settings you can set your own values for the field and set up access for clients. By default, the field is internal and available only to agents.