Brandon Peck

We have the same need. There are additional pieces of discrete information we need our End Users to provided incrementally as we work through resolving a ticket. As others mention above, we also have many cases where our End Users would like to change or append fields from the initial submission (and their doing so would help drive the correct workflows and notifications on our end). Not being able to update those discrete fields after submission prevents us from measuring some key metrics; results in tickets not being able to be routed to the correct "workflow", notifications, and triggers; as well as adds overhead to our Agents when they need to update the discrete fields based on information provided by our End Users through comments.