Our tickets often contain a lot of notes and emails and therefore tend to get quite long. Since tickets are not always answered by the same supporter, there is usually a lot to read before the ticket can be worked on.
Our supporter suggested to add a text field as object to the ticket, so they can add certain information like what they’ve done so far or what the next step should be. This would reduce the reading time on tickets significantely. However, I’m not keen on adding custom objects if it can be avoided.
I therefore suggest to create some kind of sticky note, that is pinned to the top of the ticket and can be edited by anyone with the proper ticket permission.