How can I add additional ticket type options?

<h2 id="h_01HDH3D3TQ821C7JVQ3TDM6X2Z">Question</h2><p>Can I add additional ticket type options?</p><p><img src="https://support.zendesk.com/hc/article_attachments/11010306875674" alt="ticket types" width="134" height="184"></p><h2 id="h_01HDH3D3TQXABZGEEESGA63E6M">Answer</h2><p>The default type field can't be modified because it is a system field. There are four values for ticket type:</p><ul>
<li data-list-item-id="ef3a143d6cbb0ce4de6c8e830739246f3">Question</li>
<li data-list-item-id="eefce62e7f20740d2a7a99597487c06ee">Incident</li>
<li data-list-item-id="ee1ebcb59c9ab6c978074c34613bdbda3">Problem</li>
<li data-list-item-id="e2a17a74d298c62f8fa103395e9613078">Task</li>
</ul><p>Because it's not a required ticket field, you can leave it blank.</p><p>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.</p><p> <strong>To implement this solution</strong></p><ol>
<li data-list-item-id="eeea7429029c2350c83ac66e3ac099427">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a>, click <img class="wysiwyg-image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png" id="topic_l24_3gw_jz__d8e949"> <strong>Objects and rules</strong> in the sidebar, then select <strong>Tickets &gt; Fields</strong>.</li>
<li class="li" data-list-item-id="e6ff8781d372b3e657e03c12df222eee2">Hover over the <strong>Type </strong>field, then click the options menu icon (<img class="wysiwyg-image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_field_options_icon.png" height="20" id="topic_l24_3gw_jz__image_vdg_kpw_53b">) and select <strong class="ph b">Deactivate</strong>. For information on the consequences of deactivating a ticket field, see this article: <a href="https://support.zendesk.com/hc/en-us/articles/4408886624410-Understanding-how-creating-deactivating-or-deleting-ticket-fields-impacts-tickets#topic_clx_ss4_htb" target="_blank" rel="noopener noreferrer">Understanding how creating, deactivating, or deleting ticket fields impacts tickets</a>.</li>
<li data-list-item-id="e88b3e885c8e866c5bae92089f61986fb">Add a new field and select <strong>Drop-down</strong> as the field type.</li>
<li data-list-item-id="e31c498537b1a0ca7480077514a69f84a">Enter a name under <strong>Display name</strong>.</li>
<li data-list-item-id="e0f363dbaab0f8be4759c5c641ba5f3a8">Under <strong>Field values</strong>, add the custom values for your own type field.</li>
<li data-list-item-id="e1e96a5134e790d13ebaeff9674316cbd">Select <strong>Save</strong>.</li>
</ol><p>For a guide on creating custom ticket fields, see the article: <a href="https://support.zendesk.com/hc/en-us/articles/4408883152794-Adding-custom-fields-to-your-tickets-and-support-request-forms" target="_blank" rel="noopener noreferrer">Adding custom fields to your tickets and support request form</a>.</p><div class="p">
<div class="note">
<span class="notetitle">Note:</span> If you deactivate the system <strong>Type</strong> field, all tickets default to the <strong>Incident</strong> 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.</div>

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<h2 id="h_01KXGFYNDRY3JMJHN3XYW6MJTA">Can I add additional ticket type options? Can you customize native ticket types? Can I add custom options to the default type field?</h2>
<p>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.</p>

<h2 id="h_01KXGFYNDRVXAJCB954HGRNXNZ">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?</h2>
<p>You can replace the native type field with a custom field by following these steps:</p>
<ol>
<li>Navigate to the <strong>Admin Center</strong>, click <strong>Objects and rules</strong> in the sidebar, and select <strong>Tickets</strong> &gt; <strong>Fields</strong>.</li>
<li>Hover over the <strong>Type</strong> field, click the options menu icon (three vertical dots), and select <strong>Deactivate</strong>.</li>
<li>Click to add a new field and select <strong>Drop-down</strong> as the field type.</li>
<li>Enter a name under <strong>Display name</strong>.</li>
<li>Add your custom categories under <strong>Field values</strong>.</li>
<li>Select <strong>Save</strong>.</li>
</ol>

<h2 id="h_01KXGFYNDRTWAXDBHBWJ4AK21S">What happens if I deactivate the system Type field? What are the limitations of deactivating the native Type field?</h2>
<p>When you deactivate the system <strong>Type</strong> 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.</p>
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