There are business processes and situations where you need to have additional information about the client. In our system you can create sets of fields for the user and store relevant information in them. For example, you can store separately your internal user ID, contract number, appointment, etc.
You can display this information in the future as a part of the ticket, using it to filter tickets and for automation in the system. For example, if you don't use a systematic approach in work, directors would have tickets with high priority to solve it urgently :)
This feature can be widely used in various cases. More information and using examples could be found here: