For the Product "Service Desk"
Could you either change it globally, or allow the admin user to be able to rename the words used to describe "tickets".
It sounds very negative to "report an incident" versus "submit a request". We are here to help, and Incidents sound like they hurt.
Same with the next option "problems" - i don't have problems, only solutions.
Shoot, even the word "Ticket" would be better than "incident".
No one ever said "let's create an incident' or "let me report my problem" - it just doesn't quite jive if you feel me 
