Can we add text fields or instructional messages to the help desk?

We would like to add informational messages on the Help Desk screen for one of our queues. As far as I can tell, we cannot add a read only text box that may have specific instructions to help guide the description for their ticket. Prompts such as "Include what you were trying to accomplish at the time?" or "Include steps on how to recreate the issue" that can help those not familiar with describing technical issues with including important information that could help us find the resolution faster with the right information.

Is there a way that I haven't found to include instructions or prompts to guide the description of the problem being reported?

0 Comments   [ + ] Show comments

Answers (1)

Answer Summary:
Posted by: Hobbsy 3 years ago
Red Belt

Top Answer

Yes you can, you can add a read only text field as you suggest and use ticket rules to update the value within that field. This is exactly what we have put into our latest change management queue configuration, instructions in the ticket that change depending on the stage of the process.

  • The answer was in my question. I should have recognized that prior to posting. - jessburd 3 years ago

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login


This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ