I try to add the serial number to the ticket, but when a co-worker calls them back, they do not see the serial number and ask the customer for it.
V
Victor Kostyk
This is already an option, see the highlighted green symbol on the top right. Just drag this up to the very top of you're ticket page and let go. This will save you're template settings for tickets. That way you can have the serial number at the top, if they are unable to scroll down to the bottom of the ticket to see the serial number.
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