Help texts lets you provide assistance on how/what data should be filled in the field. You can add a help text to both ticket and contact custom fields by either editing an existing field or during field creation.
Note: As of now, the help text is visible only to the agents and will not be seen from the customer portal.
Fill in the text you want to display in the below text box present in “Create ticket/contact custom fields” or “Edit ticket/contact custom field” forms.
Agents will be able to view this help text in New ticket form, ticket detail page and/or contact detail page.
Ticket details right pane: Hovering the ‘i’ icon beside the field name will display the help text for agents.
New ticker form: Hovering the ‘i’ icon will display the help text added for agents.