Since 1.10, some code has changed. That includes the printing feature when you print a ticket. We use osticket for our work so we include the users information, the problem and the solution to the problem. Theres also a nice little we wanted to include which is the licence agreement the user signs that includes his signature and other small stuff when printing the ticket information.
So in other words just to be clear, when you go inside a ticket and a person (an agent) wants to print the ticket. the file is usually "class.pdf.php" which is usually where all the functions are. In that file, it points to another one called "ticket-print.tmpl.php" in the include/staff/template folder. in that file, you can add a div and add some text, mess with css and do whatever you want.
What I did when I print a ticket, I wanted to include a licence agreement and a small line that says signature so I added a div section and typed some text. now when I print the ticket, I get the name, phone number and other stuff including my licence agreement I added.
Hope that helps anyone who's looking to change the print "layout" when printing tickets.