IF YOU ARE USING A CUSTOM TEMPLATE NOT BASED ON THE SIX TEMOLATE YOU HAVE TO MODIFY THE CODE SO IT SUIT YOUR CUSTOM TEMPLATE

In supportticketsubmit-steptwo.tpl and viewticket.tpl look for the tag <textarea></textarea> add the code under it

{* Ticket Sensitive Data *}  
  {if $ticketsdfields}   
  <div class="row form-group">
    <div class="col-sm-12">
      <label>{$TSDLANG.sensitivedata}</label>
    </div>
    <div class="col-sm-12">
      <p>{$TSDLANG.sensitivedatahelp}</p>
    </div>
    {foreach key=num item=ticketsdfield from=$ticketsdfields}
      <div class="col-sm-12">
        <label>{$ticketsdfield.name}</label>
        {$ticketsdfield.field}
        <span class="help-block">{$ticketsdfield.description}</span>
      </div>
    {/foreach}
  </div>  
  {/if}
{* Ticket Sensitive Data *}