A new Requester system field has been introduced in Support Box to clearly capture and identify the person who raised the ticket.

The enhancement improves requester visibility across the ticket lifecycle and helps teams maintain clearer communication, ownership tracking, and reporting consistency throughout support operations.

In addition, a few Support Box field labels have also been updated to provide better clarity and improve usability across the platform.

What’s New

New Requester System Field

Support Box now includes a dedicated Requester field for capturing the person who raised the ticket.

The requester information is available across multiple areas of the platform, including:

• Ticket details
• Filters
• Exports
• APIs
• Ticket tracking workflows

This helps teams maintain more consistent requester visibility and improves tracking across support operations.

Improved Field Naming for Better Clarity

To make field labels easier to understand and more aligned with support workflows:

• Assign Ticket To has been renamed to Agent
• Ticket Type has been renamed to Ticket Category

These updates improve readability and provide clearer terminology across Support Box screens and configurations.

Why It Matters

• Clear visibility into who raised the ticket
• Better requester tracking and reporting
• Improved communication clarity during ticket handling
• More consistent requester data across workflows and integrations
• Cleaner and easier-to-understand field terminology

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