Replace Subject Field with Dynamic Dropdown Based on Ticket Type in New Ticket Creation

adnanf

Problem Statement
Currently, the Subject field in the New Ticket window is a free-text field. This leads to:Inconsistent subject naming

• Difficulty in categorizing tickets
• Reduced reporting accuracy
• Slower triage and routing

A structured and dynamic dropdown would significantly improve data quality, automation, and user experience.

Proposed Enhancement
Replace the Subject text field with a dynamic dropdown list that changes based on the selected Main Ticket Type:

Main Ticket Types:

• Complaint
• Service Request
• General Inquiry

Once a ticket type is selected, the Subject field becomes a dependent dropdown showing predefined options relevant to that category.

Replacing the Subject Fireld with Drop-down menu in the customer portal .jpg

Dropdown Behavior Design

1. If Ticket Type = Complaint, Subject dropdown shows:
   • Delayed Delivery
   • Driver Behaviour
   • Delayed Clearance
   • Other
2. If Ticket Type = Service Request, Subject dropdown shows:
   • Change Address
   • Add Alternative Phone Number
   • Change COD Amount
   • Stop Delivery
   • Return to Origin
   • Other
3. If Ticket Type = General Inquiry, Subject dropdown shows:
   • Shipment Tracking
   • POD Request
   • Other

Optional Enhancement (Nice-to-Have)
If “Other” is selected in any category, a small text field could appear:

“Please specify”

This keeps structure while allowing flexibility.