Custom Fields Custom fields -> For tickets -> Display them in post reply tab

[jeromie]

Here's the problem in a nutshell:

I want to generate accurate statistics about the various products we support, and specific issue categories. To get accurate information, I want the support rep to categorize the ticket by product and issue. (Customer-generated data is horribly inaccurate in this regard, and is useless for my purposes)

I created a couple custom fields -- but because I don't want these fields visible to the end user, my only option was to assign the field group to staff ticket entry.

This sort of works, but we don't manually enter tickets. The bulk of our traffic is reponding to user-generated tickets. so the rep has to click "Edit" > "Assign Custom Field Group" to get the dropdowns. They have to do this for every single ticket they respond to.

What I'd really like is to be able to assign the custom field group that I created to the "Post Reply" form. This way the customer doesn't see the custom fields when they create the ticket, and my reps don't have to jump through hoops to enter the data.

[dave.harris]

Does anyone have any answers to this. I totally agree and am in the same boat.