This is a limitation in Service Pro. We are teaching people to use Support Forms as a feature of Service Pro, and I have made the ticket properties as part of the process, per the requirement of a Support Form. But now HS won’t let me control if a new ticket is created. It should allow me to send this support form to the Support Inbox for triage. It’s frustrating that Service Pro has this gap I don’t know why HS locks things like this. It’s friction.