I am configuring a new Help Desk and only need two different types of Tickets with entirely different sets of fields. I also need more than a two level hierarchy in both Community Forums and Knowledge Base. While the KB can handle more, the Forum's cannot. The only way I could manage this was using more than two departments. The problem is that the the Add Ticket widget requires the selection of Department and the list not only includes several that won't have tickets but they are ordered alphabetically.

Why isn't the "default" department the default selection on that list?

Is there some way to control the order on that pick list other than the alphabetical sequence of their names?

While Desk supports "internal departments" it would be great if the creation of Tickets for every department was either optional or at least optional on the published portal.

Finally, supporting more "levels" in the Community Forums, similar to what is possible in the KB would provide the needed flexibility without using additional departments.