In Freshservice, when an agent is viewing a ticket, all of the custom fields that a requester filled out are shown in a tiny collapsible card in the right-hand column as “Ticket Properties”.
The “Ticket Properties” are what my agents need to be able to easily view/print in order to approve and complete a ticket. Is there any way to have these show under the “Ticket Details” tab instead, making them much more visible and easier to read?
Hi.
If I understood correctly, you are referring to the Ticket Description versus the Ticket Properties, as highlighted in the following screenshot:
Every custom field you add to a ticket, is a property of the ticket; hence, they are shown in the ticket properties section. That’s a standard behavior, even for most systems.
If you need some Properties data to be part of the Ticket description, you might try in a Workflow, when ticket is raised, read the contents of the corresponding property (your custom fields) and using an API call to update the ticket description appending the values you may need.
https://api.freshservice.com/v2/#update_ticket_priority
Note:
If using Service Catalog, your Service Request items Custom fields do appear on the section Details:
Hope this helps.
Sincerely,
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