Deleting Default Fields and Automation Based on Department

Deleting Default Fields and Automation Based on Department

I have a few questions regarding Zoho Desk:

How can I delete a default field for the tickets. We are using Zoho Desk as an employee knowledge base and some of the fields are not required. How can we remove the fields?

Also, how to I automate who a ticket goes to? In some way I want the emoloyees to select the department they need help in and the ticket will be assigned to an agent in that department.

Is this something you can help me with? Thanks for your help and assistance! :)