Ticket Highlights and Details

Managing your support and customer experience tickets just got much easier. A new enhancement allows you to organize your ticket data fields into clearly defined sections using custom headers. Additionally, you can now add a Ticket Highlights section right at the top of a ticket to immediately surface the three most critical metrics and customer comments.

What Are the Benefits of This Enhancement? 

• Cleaner Organization: Instead of looking at a cluttered list of information, you can group related data fields together under custom section headers, making tickets much easier to read and navigate.
• Instant Visibility: The new Ticket Highlights feature lets you pin the three most important metrics or comments directly to the top of the ticket.
• Faster Resolution: By surfacing the most critical information immediately, your team can understand the issue at a glance and resolve tickets more efficiently.

When Was This Rolled Out?

This feature enhancement was officially rolled out in July 2026. It is now available to use within your ticketing workflows.

How Can I Learn How to Use It?

To learn how to set up custom data sections, headers, and top three highlights, explore the official documentation:

• Check out the Qualtrics Support Article on Ticket Tasks and Highlights for step-by-step instructions and best practices.