[ForYourInformation -6]:Help text fields will have a rich text area in Incident and Service Templates.

A Guide or Hint will always make people happier and comfortable, when they are in a new place or when they are looking for something specific. In a HelpDesk environment, often technicians would be burdened with new tickets submitted in an incorrect incident template and getting repeated calls for simple issues.

Though we have several methods to spread the solution/workaround for issues, like user guides, knowledge base, etc, still users may need a handy guide. In Service Desk Plus we had the "Help Text" field in Incident and Service template for requesters.

Now the "Help Text" field is enriched with rich text in Incident and Service templates. This feature is available from 10509 builds, reference id (SDF- 78979) Technician can also avail of this feature.