whatsapp_web_groups/views/helpdesk_ticket_views.xml

<?xml version="1.0" encoding="utf-8"?>
<odoo>

    <!-- Extend helpdesk.ticket form view -->
    <record id="helpdesk_ticket_view_form_inherit_helpdesk_extras" model="ir.ui.view">
        <field name="name">helpdesk.ticket.form.inherit.helpdesk.extras</field>
        <field name="inherit_id" ref="helpdesk.helpdesk_ticket_view_form"/>
        <field name="model">helpdesk.ticket</field>
        <field name="arch" type="xml">
            <!-- Add Extras page with all custom fields -->
            <xpath expr="//notebook" position="inside">
                <page string="Extras" name="extras">
                    <group>
                        <group string="Request Information">
                            <field name="request_type_id" required="1"/>
                            <field name="affected_module_id"/>
                            <field name="business_impact"/>
                        </group>
                        <group string="Details">
                            <field name="reproduce_steps" 
                                   invisible="request_type_code != 'incident'"
                                   placeholder="Describe step by step how to reproduce the issue..."/>
                            <field name="business_goal" 
                                   invisible="request_type_code != 'improvement'"
                                   placeholder="Describe the business objective for this improvement..."/>
                        </group>
                    </group>
                    <group string="Approval &amp; Billing">
                        <field name="client_authorization"/>
                        <field name="estimated_hours"/>
                        <field name="approval_status"/>
                    </group>
                    <group string="Attachments">
                        <field name="attachment_ids" widget="many2many_binary"/>
                    </group>
                    <group string="Template Information" invisible="not has_template">
                        <field name="team_id" invisible="1"/>
                        <div class="alert alert-info" role="alert">
                            <strong>Template Active:</strong> This ticket uses a template configured for the team.
                            <br/>
                            <small>Template fields are configured in Helpdesk > Configuration > Templates</small>
                            <br/>
                            <small>Template fields will be displayed in the web form when creating tickets.</small>
                        </div>
                    </group>
                </page>
            </xpath>
        </field>
    </record>

    <!-- Extend helpdesk.ticket tree view -->
    <record id="helpdesk_ticket_view_tree_inherit_helpdesk_extras" model="ir.ui.view">
        <field name="name">helpdesk.ticket.tree.inherit.helpdesk.extras</field>
        <field name="inherit_id" ref="helpdesk.helpdesk_tickets_view_tree"/>
        <field name="model">helpdesk.ticket</field>
        <field name="arch" type="xml">
            <xpath expr="//field[@name='name']" position="after">
                <field name="request_type_id" optional="show"/>
                <field name="affected_module_id" optional="show"/>
                <field name="approval_status" optional="show"/>
            </xpath>
        </field>
    </record>

</odoo>