Basically why do we not have this feature available for end users to just type a letter and have those options pop up. Most other websites have this feature where they auto fill the options, depending on what the user types in the ticket forms before they submit their request. In Zendesk however, users need to scroll down to manually select their choice. Not user friendly if you have a long list of options.
Ironically enough, on the agent side it works very well.