I can take that I this drop menu isn't customizable, however please consider allowing us to set an option for the default source. It seems as if it's currently a system setting set to "Phone". The vast majority of my organization's tickets/request come in via email by way of utilizing the Freshservice Gmail Gadget. When tickets are entered in this fashion they always default to "Phone". I would assume this is an oversight as I think it would be obvious that tickets created from an email would automatically be set to "Email" as the source.
I have agents that create incidents inside the portal and those tickets get reported as Phone.
I think that we should be able to edit the source. We are able to do so creating a new ticket within the mobile app. This feature should be available for technician to edit within the tenant.
Does anyone have a time frame when this would be added as a feature because this is important aspect within the Help/Service Desk.