Custom Ticket fields used in ticket forms don't update in Atera if updated by user

I'm playing around with ticket form templates / custom fields and have found something that I believe may be a bug…

If an end user updates a custom field in the ticket in the portal, it doesn't update in Atera, however if I update the field in the ticket in Atera, it DOES update in the ticket in the portal.

Is this deliberate, or is it in fact a bug?

It makes things very difficult if I'm intending to ask end users to go into the portal and update the specific details in a ticket as a way of getting them to use the portal and templates rather than just send an email.