I cordially disagree. Most users have no idea where a ticket should actually end up in a multi department setup with many... Or they will think that they are smart and pick the one that they think will get them the fastest resolution. obfuscating the department and basing it on what the actual problem is (Help Topic) is a much more elegant solution, and one you should probably implement.
@[deleted]Funny, here at our company it's totally different. Nearly all (expect some new colleagues who just started) know which department / person they need to ask, when they have a problem/request. So when there would no selection of the department in the help topic, they would somehow be confused and complain about that!I / We know that's not the intention of how it was designed to used / should be used, but I guess for some companies it's exactly what they want / need.