Zendesk does not allow you to change the native Type field options. But there's a clean workaround using SweetHawk's Field Rules app that lets you create custom ticket types while preserving the native field's unique functionality.
Step 1: Create a Custom Field
Create a Zendesk custom dropdown field with your desired Type selections. Position it just above the native Type field in your forms, and keep the native Type field visible on all relevant forms for now.
Step 2: Map Field Values
Using Field Rules' Field Mappings feature, map each option in your custom field to the corresponding value in the native Type field. This ensures the two fields stay in sync.
Step 3: Hide the Native Field
Once the mapping is set up, hide the native Type field from agents using Field Rules' hide functionality. Your custom field now acts as the user-facing interface, while the native field continues to work in the background.
The Result
This approach lets you expand ticket type options beyond Zendesk's built-in limitations while retaining all the functional advantages the native Type field provides — including views, triggers, and automations that depend on it.
Questions? Contact support@sweethawk.co