would be useful to have clickable categories on the open a ticket screen, for example could have a top level one called 'collaboration', then click through to see 'email' 'calendar' etc. then click 'email' for example to see all relevant email service actions. Much more user friendly than a drop down that's hidden at the top and much tidier, especially if you only have a 'top 10' list of main service actions. means some customers may miss the larger selection.