How can I add additional ticket type options?

Question Can I add additional ticket type options? Answer The default type field can't be modified because it is a system field. There are four values for ticket type:
Question
Incident
Problem
Task
Because it's not a required ticket field, you can leave it blank. If you prefer, you can create your own custom dropdown field with more values for ticket type. You can then use this custom ticket field instead of the native ticket field. To implement this solution
In Admin Center, click Objects and rules in the sidebar, then select Tickets > Fields.
Hover over the Type field, then click the options menu icon ( ) and select Deactivate. For information on the consequences of deactivating a ticket field, see this article: Understanding how creating, deactivating, or deleting ticket fields impacts tickets.
Add a new field and select Drop-down as the field type.
Enter a name under Display name.
Under Field values, add the custom values for your own type field.
Select Save.
For a guide on creating custom ticket fields, see the article: Adding custom fields to your tickets and support request form.

Note: If you deactivate the system Type field, all tickets default to the Incident type. A custom label by ticket ID can't be added at the top of the page and the system can't leave that space blank.



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Can I add additional ticket type options? Can you customize native ticket types? Can I add custom options to the default type field?
You cannot modify or add options to the default ticket type field because it is a fixed system field. The system only provides four native options: Question, Incident, Problem, and Task. If you need more options, you can create a new custom drop-down field with your preferred choices and use it instead of the native field.

How do I add custom values for ticket types? How do I create a custom dropdown field for ticket type? How do I change the options for ticket type?
You can replace the native type field with a custom field by following these steps:

Navigate to the Admin Center, click Objects and rules in the sidebar, and select Tickets > Fields.
Hover over the Type field, click the options menu icon (three vertical dots), and select Deactivate.
Click to add a new field and select Drop-down as the field type.
Enter a name under Display name.
Add your custom categories under Field values.
Select Save.


What happens if I deactivate the system Type field? What are the limitations of deactivating the native Type field?
When you deactivate the system Type field, all tickets default to the Incident type automatically. Additionally, you cannot add a custom label by ticket ID at the top of the page, and the system cannot leave that specific area blank.


