I don't find the Ticket Layout configuration very intuitive and was wondering if I am doing something wrong or there is a better way of doing this.
Once I have a Ticket Layout set up, I can choose to have those fields available in the Portal view or not by an icon that is either red or green. From this page, or within the admin section anywhere, I can't see a way of viewing what the customer would see without creating a fake customer and logging in to the Portal to see what they would see, is this the only way to do this?
It would be great to have a Ticket Layout that had two tabs in it to show the Agent view and the Portal view so this is a lot less confusing. This would also help with the positioning of the fields which I also seem to find difficultly with as the screen has fields that the Portal can and can't see in one place so I don't have a true view.
In addition to this, in the Ticket Layout Description you want the Customer to be sure that the Customer enters some detail here so we have set this to Mandatory. The problem I have then is if someone logs a ticket by email and the body is the Description in this case, there is a Mandatory Field in the Fields available under Status in the ticket for Description. When the Agent looks at this Ticket we can't make any changes on the ticket without adding some text here which then makes no sense. In this case I would want to make it Mandatory for the Portal and not Mandatory for the Agent, which could be helped by the separation of the Ticket Layout views for Agent and Portal.
It maybe a self training issue but any pointers to pages that would help explain this or make it easier would be appreciated.