I think it would be beneficial to businesses to allow updating the naming method of the Type field. This would allow businesses to better identify what Type to use for the ticket vs having to remind team members that this equals that to maintain consistency.
In Support topics, it was mentioned to create a custom drop down and then leaving the Type field blank (after making sure it is not a required field. This can negatively impact businesses and having to either update all of the tickets that are not in Closed status or having to update all of our reporting/automations/triggers/macros.
Support topic suggesting the above: https://support.zendesk.com/hc/en-us/articles/360044390673-Can-I-change-the-ticket-Type-
Please sign in to leave a comment.