I know this isn't an answer but I thought adding some screenshots would clarify the issue so someone can answer this question. We are having the same issue as Tony. We need to be able to do the following:
As you can see in the screenshots, the portal view only shows the summary and not the reference key. We don't want our users to have to click into an individual ticket to find the reference key.
Please let me know if any of this is unclear and I can elaborate.
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