To make it easier for agents to find key information, you can now group and re-order custom fields on a ticket. Previously, all fields appeared in a single, long list, which was difficult to navigate. This update improves usability and efficiency by allowing agents to quickly access the most important fields.

Fields can be split into two sections on the ticket's right side:

• Ticket Information: For frequently used or high-priority fields.
• Additional Information: For all other custom fields.

Admins and agents with "Manage Custom Fields" permission can decide which fields go into which section and re-order them to fit your team's needs.