Surface Custom Field Data in the Ticket Body for Better Technician Visibility

Enhancement Request

When customers submit a ticket using a form, they take the time to provide information that has been intentionally requested because it is important to fulfilling their request. However, custom field responses are currently displayed only in the ticket details panel, separate from the main ticket conversation.

In practice, the ticket description and conversation are where technicians naturally focus their attention when opening a new request. As a result, information collected through custom fields can be overlooked, requiring technicians to spend additional time searching for details or going back to the customer for information that was already provided.

I would like to see an option that automatically inserts custom field responses into the ticket body when a ticket is created.

For example:

Request Type: Individual Loan
Recipient Name: Claudia Castro

This information could be added to the top of the ticket description in a clearly formatted section before the customer's message.

Customer Benefits

• Increases the likelihood that information provided by the customer is seen and used immediately.
• Reduces follow-up questions for information that has already been supplied.
• Speeds ticket resolution by presenting all relevant details in a single location.
• Improves the customer experience by demonstrating that the information entered on forms is being surfaced directly to the technician.
• Reduces the risk of delays caused by important request details being overlooked.

Why This Matters

The purpose of custom fields is to collect information that is important enough to ask the customer in advance. That information should be presented where technicians are most likely to see it: directly within the ticket narrative. By surfacing form responses in the ticket body, JitBit can help customers receive faster, more accurate service while making form-driven workflows more effective.