We’ve just updated our customer portal and now our users don’t see the Description box on the Request Support card.
We’ve checked the Global » Field Manager >>Ticke Fields and Description is required for the ticket to be submitted and is displayed to requesters. I’ve tried making a Requester group but that doesn’t change the behavior. I see the same behavior in both Agents, and Requesters and non-logged in users.
It feels like this is something simple but I cannot find it.
Check the ticket form settings in your customer portal configuration. Even though the Description field is set as required and displayed to requesters in the Global Field Manager, the specific ticket form used by the Request Support card might not include it. Go to Admin > Workflows > Ticket Forms, select the relevant form, and ensure the Description field is added and marked as visible and editable for customers. Save the changes and test again. This should resolve the issue for agents, requesters, and non-logged-in users. If it persists, verify that the portal’s theme or customizations aren’t hiding the field.
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