Customer Support Requests

Hi,

I wonder which is the best way to implement a basic ticket flow for Customer Support Requests.

Our company started with SNOW from the inside out, we use it mainly for Incident/Problem and Change for the production environments we support for our customers.

Customers have never had access to SNOW and our Customer Service have had a different tool for handling customer queries.

We are now facing a need though to be able to escalate Customer Support Request (that are not Incidents or Changes) to relevant departments (and raise some to Incidents/Change Requests).

The easy thing would be to have Customer Service create a service request.

However our Internal IT department started using the Service Catalog (Requests, Request Items and Tasks).

I don't want to merge internal users PC issues with our Customers Requests.

What would be the best course of action? Set up a new table? I don't want to implement something that might limit us from using more of the features in Service Now in the future, (like using Service now for our customer service and having a customer portal, etc)

Any advice is appreciated.