One of our organizations' goals is to aim for better customer experience. With that, it is beneficial if the SWSD can have a dropdown with options Service Request and Incident when filing a ticket.
Also, for tickets being filed already, it is beneficial if the Administrators and the Service Agent Users can have a dropdown with the same options (Service Request and Incident) so they can recategorize the filed ticket to the correct ticket type.
This feature will help us improve the customer experience and generating of accurate data within the organization.
