To add ivr as an item under the type field, follow the steps mentioned below:

1. Login to Freshdesk.

2. Click on “Admin” at the top.

3. Go to general settings and click on “Ticket field”.

4. Click on “Type”.

5. Click on “Add item” at the bottom of the page.

6. Enter ‘ivr’ and click on “Done”.

7. Click on “Save”

Note: "ivr" should be entered in small letters only.