Expanding 'Customer Request Type' JQL field usage and also documenting it

Currently if a user wants to search for an issue by request type; they have to use 'Customer Request Type' JQL field in their search.

Currently; the usage for 'Customer Request Type' is not properly explained and documented.

1. Assuming we are searching for issues with IT Help request type; currently; this field only excepts <project key>/it-help as a valid value. The JQL field should not be restricted by project key only and should also accept normal values like IT Help instead of it-help.
2. I believe that Service Desk specific JQL fields should be mentioned in the documentation together with the usage instructions/descriptions.