A lot of tickets in my instance are created via API. I have set a new custom drop-down fields, where I would like to have a default value.
I set that N/A should be a default value in the field and it works correctly when a ticket is created in the Support.
But when a ticket is created via API - this field doesn't show a default value. It shows always '-'.
I can build a workaround - trigger that is setting a 'default' value of the drop-down if it is empty and a ticket is created.
I think that if there is an option of a default value of a drop-down ticket field, then it should be a default for tickets coming via all channels - including API. And if necessary, change this value by triggers.