In many parts of the configuration, you have a description field, which is never seen except by Admin when configuring

Some parts of the system, or even what we define (eg in a category), can be a bit cryptic, due the the length limitation of the field.

It would be good if the description field of a configured item (eg Category, Subcategory, impact,urgency etc), on a form could either

1. Popup when the user hovers of the field
or
2. There is a ? mark at the start or end of the field, which can be clicked and popup the description

This would then at least give a small amount of explanation/guidance to users when making a selection  (Suggest not more than 200 characters be allowed)

Such a facility was available in another product (not a service desk) that we implemented, and reduced user questions on what a word or term might mean.

It may be that you should define a separate description for a popup, as it depends what others actually put in the description