Show also description to end customers on JSM portal

Raul Rossi

When we reply to a ticket in the customer portal, only the subject field is visible, but not the ticket description.

In many cases, customers need to access the description to better understand our response.

How can we also add the description on the portal for an opened ticket?

Thx RR

Anahit Sukiasyan

Hi @Raul Rossi

Hope the following steps can help you:

Add the Description to the Portal View

To show the description directly on the customer portal:

1. Go to Project Settings > Request Types.
2. Select the specific request type where you want to display the description.
3. Under Fields, ensure the Description field is added to both the Request form and Request view sections.
   • If it’s missing, click Add field, select Description, and place it where it’s visible to customers.

Enable the Description for Existing Tickets

For tickets that are already open:

1. Go to Request Types > Edit Fields for each request type.
2. Add the Description field to the Request view.
3. Customers will then be able to see the description when they view the ticket in the portal.