We use a textbox organisational custom field in V4 to provide a "Customer Synopsis". We use a structures set of text (in the post part) to provide key information about a licensed software / infrastructure deployment. The up front and centre view of these fields in V4, pretty much meant Kayako was a CRM from the support side. Whilst I will say that New Kayako has nicely kept all custom fields tidy, it also means it is no longer in your face and will often result in scrolling. Our Customer Synopsis field is actually going to be the biggest complaint now, as it means crutial detail is hidden, but also that you have to copy the text out of Kayako, just to read it. If I dump the following text into a textbox in V5 All that is displayed to me when I view the Organisation tab is Less then 21% of the original text is rendered. The sample of text used here is actually smaller than our largest description we already have in this field.