Question:

How can I change the fields displayed when a user submits a ticket from the portal?

Answer:

You can add and configure ticket fields from Admin > Ticket Structure > Ticket Fields

Then you edit the form under Ticket Structure > Departments using the Form tab. This function is in the Departments section because each department can have its own form. This means you can request different information for a support ticket and a sales ticket.

Note that you use this screen to re-arrange the order of the form. There is also a separate tab for both the User and Agent form.

For more details, see Department Forms in the admin guide.