Service Desk community - Is anyone else finding their users are confused when using the self service portal?

Our portal has only been live for about 4 months now, but we're finding that when people log a service request, they don't notice (or look for) the categories on the left hand side and only use the form templates that display by default on the right - the ones from first category on the list, which of course it selects by default. They try to crowbar all sorts of request into this one category and its forms, even though there is a full list of services to choose from.

This is despite training, publicizing, educating, talking, cajoling and bribing :)

ManageEngine team - are there any plans to revamp the self service portal? It would be great, at the very least, if the service categories could be listed without displaying any forms on the right hand side until selected. Perhaps the default on the right is a prompt to select the relevant category on the left?

Interested to hear feedback!

Thanks,

Helen