Adding information to agent side of ticket

jhigdon

We are setting up a new help topic and form. What we want to do is ad a block of text to the back end of the ticket containing instructions for the agent on how to handle these tickets. This should not be visible to end users / when creating the ticket, and only visible to the agent while working the ticket. So far no luck. Any help is appreciated.

KevinTheJedi

jhigdon

The only way to do this would be to add an Information field to the Form and add the text there. However, the caveat is they will not be able to see this field and information unless they edit the Ticket. We do not show informational fields in the Ticket view, only on Ticket edit.

TLDR; if you must have the information visible in the Ticket view you must modify the codebase. We do not have guides on customizing the code so you will be on your own.

Cheers.

jhigdon

KevinTheJedi Thank you very much for letting me know. We'll have to find a workaround that suits. I appreciate the response.