Due to the custom fields being on a tab on the support ticket view within the admin it is very easy to miss key information that might have been added. We have optional fields which customers fill in but then provide less detail in the actual ticket. Sometimes it is easy to forgot we have the custom fields as you can't see from the ticket they have been entered in.
- Add the custom fields to the 'Add Reply' tab as usable information that could be selected and put within replies
- Add the custom field data in a list under the users first ticket post
- Add it within the actual ticket as a list
This would greatly increase the use of custom fields for support and allow team members to offer the best level of care to customers.