Elon Packin

I'm working through a similar problem. 

I have 2 business lines, one digital and one travel. Sometimes there are tickets that relate to both business lines. I'd like to be able to parse out tickets dealing with just digital, tickets dealing with just travel, and tickets dealing with both digital and travel based on the multiselect.

I could make the custom field a drop down and just add "Hybrid" or "Both" as a 3rd option, but for clarity for my agents and for alignment with the rest of our company data structure, ideally I'd use the multiselect method with just digital and travel. Is that possible?