They don't want a big long list of Help Topics though. They want 2, and the form on each topic to be smart enough to show/hide different options based on the selection of a custom choice element.
The user would click Create New Ticket and the only help topics would be Admin and IT. Picking IT, for example, would take them to the new ticket custom form and at the top would be a dropdown called Request Type, holding options like Hardware, Software, Email, etc, and changing this second dropdown would change the visible fields for data entry.
