We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.
In your ticket form, you would be able to add a dropdown field and make it available for the customers who are raising queries with you. Please navigate to Admin > Workflows > Ticket Fields -> choose this field which is a list icon with an arrow pointing downwards found in the "Drag and drop down" toolbar.
In order to make it available to the customers to edit, please click the field to navigate to the properties. Once there, check all the relevant boxes under agent and customer which includes the "customer can edit" option.