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Comment Field available with New Ticket creation

When creating a ticket, we have the Title and Description fields available which are great to document what an end user is calling about but we only have the comment field available when we create the ticket. In a User Support call center like we have, it'd be nice to have the comment field available to:

1. Provide an immediate update in the ticket of next steps being taken

2. Documenting all troubleshooting steps instead of doing so in the description box

3. Addressing the supervisor if they are needing to be addressed

4. If an SLA is created based on this comment, it would correctly reflect what happened as opposed to it breaching SLA unless the ticket is created, then the comment provided.

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Comments

MitchKiah

I really like the idea of having a comment on ticket creation. This would really help with being able to handle one-touch ticket creation. I often have information that I want to add as a private comment (troubleshooting steps, extra details, etc) that the requester doesn't need to see. Being able to enter it all at once would save time a lot of time.