I'm suprised a little
I'm kind of surprised that, when you create a ticket, that the description of the ticket is treated like any other message that would be posted to the ticket.
Instead, I kind of wish it was part of the edit-ticket info, rather than being treated like an actual message posted to the ticket.
Perhaps I could modify my installation to have a SummaryStatus text-box as part of the edit-ticket meta-data, but still osTicket would continue to require a message too in order for the ticket to be initially created. So it wouldn't look good if there was always meaningless message underneath this summary for every ticket (for the sake of meeting that requirement).
A user can determine the status of the ticket by scrolling to the bottom and reading the last posting, but if the person could also indicate status summaries at the top, more could be determined at a glance without scrolling.
You see, our tickets require several things to be completed for each ticket, so it would be nice if all that could be indicated in a status summary (at the top) as different sub-processes of the same ticket are completed. Otherwise, the user has to read multiple messages each time they want to determine the progress on all aspects of the one ticket.
We are new users of osTicket, so any advise will be appreciated.