It would be extremely useful if you provided a way for an agent to add some Help Text to any field and that if such text was present, there would be some visual icon that would display next to the field that a customer could then click to view the help text.  

This would help provide more functional clarity for customers on how to complete a Ticket.  A PDF of a storyboard is attached.

In the alternative, what would also be effective (and maybe easier to implement) would be a simple field to supply a URL to a Solution Article that covers that aspect of a Ticket and then if a URL was supplied, you'd display a link next to the Field on the ticket.  A PDF of a storyboard is attached.

I guess between the two options, I think being able to add a URL would provide the most flexibility.