I am helping a client with their FreshDesk system that was set up by their previous web agency. The client has a few different support request forms with some custom ticket fields specific to each ticket form. On their 3 main forms, instead of using the default description field, they created a few customer multi-line fields to ask for more specific information, and to accommodate more than one field for customers to use.
The problem is this makes it very difficult for the support agents. All of the most important information provided by the customer is in the Properties widget section, which is quite small and difficult to access. I also noticed that the default "Description" multi-line field not only displays the the content in the Ticket body section, but also provides a rich-text editor, vs plain-text for any of the custom multi-line fields. I've reviewed this page for reference: https://support.freshdesk.com/support/solutions/articles/37588-understand-the-ticket-details-view#The-ticket-summary-feature?utm_source=freshdeskproduct
So, is there a way to either have these custom multi-line fields write the customer provided data into the main ticket body, or at least a way to show these custom fields in the main ticket body section? Right now, the actual ticket body is completely empty, which I believe robs the system of a lot of key functionality, such as including the actual customer-provided content when hitting reply.
Here's an example. My client has a service request form for their product. They want to prompt their customers to provide a written explanation of the issue and also a written explanation of the maintenance routine for the product. Currently, this form has 2 custom multi-line fields, and the default description field has been removed. So when an agent gets the contact submission, that agent has to scroll through the the properties widget, looking for the important information, and when the agent replies, none of that information is included in the reply.
Any suggestions to capture the content of those custom fields as part of the ticket body, so it is much more visible to the agent, and gets included in any and all follow-up emails?
Thanks!
