Ticket Details Missing

need4swede

Hey folks,

I'm having an issue where I can't see the ticket details from the agent panel, as there appears to be none.

But if I create a ticket via email, the message body of the email occupies this space as intended.

I'm hoping it's just a simple oversight in my form. Here are my form settings for...

New Tickets

Ticket Details

Here's what the form looks like, client-side.

Thank you for your help!

need4swede

So I found a workaround...sort of. Not really what I wanted, but maybe someone else can help.

Under 'Help Topics', I enabled the 'Issue Details' option, and now there is a 'Details / Description' element in my forms that works as intended.

Ideally, I would love to use the way I had it, passing the information from my description form element - but that doesn't seem to work. Even tried renaming my variable to resemble that of the 'Issue Details' one (message) to no avail.

KevinTheJedi

need4swede

Yea the only field you can add to a thread is the Issue Details field. And please rename whatever you changed to message to something else as it will cause issues with your templates and such.

Cheers.

need4swede

ntozier

Is there a way to use my own variable in place of the 'Issue Details' section? I just prefer the look of 'my form'.
In other words, would it be possible to make this:

Look a bit more like this?

I was hoping I could use my own 'Long paragraph' form (marked as 'Description') and pass that information into the ticket thread, instead of the 'Issue Details' form/

KevinTheJedi

Sounds like that's the only way to go about it - but I figured I would ask, none the less

Thank you both for your help!

ntozier

You shouldn't need a New Ticket form. That is sort of the point of the Ticket Details forms.

You can't see the thread because you have no thread (there is no Issue Summary or Issue Details) on your form. You have people populating a different field (Description).

ntozier

From what @KevinTheJedi posted, I would say that I do not think so.