To elaborate further the ability to have certain custom fields visible to the customer. In our use case, we are a home builder and use this to track warranty items in new homes. It is essential to know which room of someones house a ticket is in. For example, a broken light fixture. Which room? Having that info as a column in the list view or on the detail page is critical. We recently migrated to hubspot from zendesk. It exists in zendesk. The backend features of Hubspot are better than zendesk but the customer facing side is lacking.
This is essential for us.