Additional use case: We have a ticket form for onboarding that started as being for one customer and some other customers have started using it, but their HR system is different so what is a required field for large Customer A (i.e. ID badge number) isn't even a thought for small/medium Customer B. It would be very undesirable to have to label the forms Customer A Onboarding and Customer<x> Onboarding.

In the customer portal the description field can be set as obbligatory

Currently reviewing the progress of a ticket requires you to go back and forth from the conversation view and the time entry lists. Hovering on the little note icon to even see the time entry adds insult to injury. Other work arounds like a time sheet report is not practical or really helpful.

Simple adding the note text into the conversation view in chronological order is perfect! Can be just mirrored text with nothing to click. Just to have it there would be huge. Edit button is even better :)

Time Entries need to be seen in the conversation flow of the ticket and customer portal.

This is critical for us where the invoice details should be able to be looked up from the customer. Not they will see the public conversation of the ticket, but not the resolution details where those often are in the verbose time entry.

This could be a setting that could be enabled for those that want it as well. Most other PSA's have this ability baked in.

Time entries and the description of work performed is a must. Our policy is transparency with our customers and currently they feel we are "hiding" this information.

There are plenty of tickets regarding the hidden field usage in the Customer Portal and it is being addressed.

Adding onto that, it would be nice to have an indicator on Custom Fields that show (at a glance) which fields are hidden or editable in the admin menu. Otherwise, to know which are which you need to go through the fields individually and/or on the portal itself. The fields already have an indicator for what format they're in (text, date, number, etc) so another indicator for hidden/editable would be greatly appreciated as it would save a bit of time when these fields need edited.

In the customer portal it would be nice to have an option, to automatically upload monthly reports,such as Systems at glance, Agent Health and so on.
An option to let the service team customize which reports are needed . All reports for that month will need to go in that months folder. I know you can email these reports but customer have complained about two many emails.

Add our customer's logo on the Customer portal. Right now we only have the option of adding ours and that's it. We want each of our customers to have their own logo on their portal

I would like to ability to assign different ticket field data (Ticket field Templates) to different customer or an away to assign any custom field to a particular customer's customer portal.

IE. Customer A doesn't need the same data fields as customer B. As simply as customer B only uses Macs, so removing all the fields with Window's related data.

It could be nice to have the "customize customer portal" option. So that we can add/remove things from the customer portals.

On the customer portal. If a user has work from home enabled, add a link to the top right by, Tickets, Add Ticket, Knowledge Base for remote control.

More options to customise or brand customer portal. Backgrounds, colours, advertising

Ability to enter time into replies/communication with client from ticket.

When escalating a ticket, we need to see what work has been done without having to drill down in another location (Time Entries). We'd like to see all communication and notes from one screen - Times and dates worked on.

Ideally in a time entry you describe what you did and how long it took.
So it is very, very important part of a ticket.

In Datto for instance every ticket entry is also a timesheet entry.
And thats completely logical.

Time entries are essential part of a ticket and clients should be able to view them in the customer portal

Agree ! Customers should always have access to timesheets

Ideally in a time entry you describe what you did and how long it took.
So it is very, very important part of a ticket.

In Datto for instance every ticket entry is also a timesheet entry.
And thats completely logical.

Having the ability to prevent customers from seeing any open/resolved tickets. Only view option for customer portal is knowledgebase and create new support ticket.

Currently in admin >> Settings >> Tickets >>Customer Portal the option to view Open/Resolved is greyed out and unable to remove that view from customers

Reports directly from customer portal for the clients

I totally agree, it is essential that we can change the text for something more serious and professional, being able to accept it to our company and the service we offer.