We need the ability to create custom ticket types for tracking and reporting. this would also alow us better work flow.
I agree.
We have a lot of 'project' tickets. These tickets tend to be long, slow-burn and when a tech has a lot of these, while their volume of tickets may be low, their workload can be high.
It would be great to be able to categorise tickets at a very topline level so that we have full visibility of workload and tech capacity.
