Resolution Summary Box

It would be nice to have a box at the top of the ticket where agents could update the ticket with the “resolution”. Similar to the “summary” box now.

Our customer success team retains the ticket through the entire lifecycle as the main group, however it might get passed around to several internal groups. Once the solution to the issue has been identified, if there were a text field at the top that could be filled out, it would easier at a glance to see the resolution.