Is it possible to configure Zendesk Support to require a tag on a ticket before it can be marked as Solved?
There is no native requirement to fill in the Tags field when marking a ticket as Solved. However, you can build a custom drop-down field that lists all the needed tags and make that field required to solve the ticket.
To build this ticket field
- Create a drop-down ticket field that contains the tags you want to have applied in a ticket before being solved.
- Select Required to solve a ticket.
- Under Field values add the values for your list of tags.
- Select Show tags to view and edit the tags generated by selecting each option.
- Click Save.
Before solving the ticket, agents must select an option from the above drop-down field. The associated tag is then added to the ticket.
For more workflows with ticket fields, see the following articles: