The Generic Customer Service OnRamp solution comes with pre-configured custom ticket fields that are specifically designed for the Customer Service. These fields help you understand and categorise the different reasons customers might reach out to you. By making use of these custom fields, you can gather useful insights into customer queries, which can improve your response capabilities.
However, it's worth mentioning that within the Team Suite licence plan, conditional formatting to custom ticket fields is not included. This means you aren't able to create dynamic visual cues based on certain criteria within those fields.
To work around this, the custom fields have been nested. This nesting provides a structured way to manage customer enquiries, ensuring that you can still organise and interpret the information effectively, even without the option for conditional formatting.
The Adding custom ticket fields to your tickets and forms Zendesk article is useful to gain an understanding of how to create and update custom ticket fields.
If you're looking to create nested custom drop-down ticket fields or update the ones provided in your Retail OnRamp solution, you might find this article helpful: Organising drop-down list options.