How can I add additional ticket Type options?
It is not possible to modify the native Type ticket field, as this is a system field. There are four values for ticket Type:
Since it is not a required ticket field, it can also be left blank.
As a work around, a custom dropdown field with more values for "type" can be used to achieve workflow. This option would allow for agents to forgo the use of the native Type field and solely use the custom "type" field. For a guide on creating custom ticket fields, please see our article on Adding custom fields to your tickets and support request forms.