Improve category selection on case creation page so that it's clearer which to select
The case creation page requires a selection of a category (eg. "Technical", "PI Developers Club License", "Customer Portal"), but at the moment, we are finding a non-negligible quantity of cases are submitted to the incorrect category.
This category selection is what allows the system to route the case to the right team, and incorrect selections can result in delays with the case.
The page does not clearly convey what each category is meant for, unless you know to hover over the categories to see the tooltips. However, this is not intuitive, and leads to incorrect selections.
Having spoken with several Portal users, there seems to be a general feeling that the selection wasn't all that important, and in general the category names were a bit vague.
Andreas Mueller commented
It happens quite often that customers make a wrong selection.
We should provide a better explanation to our customers
For e.g. in the TS newsletter ?