When creating a new trigger, there are two fields labeled “Type” to choose from. The first “Type” refers to the “Ticket Type” and offers options such as “Incident,” “Problem,” and “Change Request.” The second “Type” refers to the “Article Type,” with options like “Chat,” “Email,” and various channel-related elements.
This duplication can cause confusion for users if they are momentarily inattentive, as it is not immediately clear which “Type” belongs to which category.
This issue is not limited to these fields alone.
One potential solution could be to change the labels, for example:
- Ticket: Type
- Article: Type
