First of all : this is a suggestion. Not a question.Wich screen : the Agent-screen -> List of tickets -> . This screen has hot the following details : * Left colomn : Status, Prio, Department and Create-date, assigned to, SLA plan and due-date* Right column: User, email , Phone, source, help topic, Last message, Last responseBelow that the ticket details / actions
Screenshot : http://www.bernardflach.nl/wp-content/uploads/2014/11/Screenshot3.png
My suggestion is the possibility to (for example) change "Source" Phone in this screen to a custom "user Field" (for example address)