Can I require a field to be set before moving to a status other than solved?

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8 Comments

  • John Garry

    we'd also like this functionality.  agree with others here that Zendesk already accomplishes this for setting status to resolved, so the logic is already there...

    3
  • Sydney Neubauer

    Is there any word on adding the functionality for mandatory fields on other statuses? Our team is growing and the need for this is becoming more critical for our reporting needs

    3
  • Brendan Crowley

    + 1 for this request. Any update here?

    3
  • Mads Nielsen

    You can use Zendesk' own Ticket Field Manager

    to make a ticket field mandatory.

    1
  • Sydney Neubauer

    The Ticket Field Manager makes the field mandatory on any status update which doesn't work for our teams. We encourage Agents to "Take" the tickets they work on however, they will now need to set the fields as well as "taking it" which is premature to our workflow. We may not know the correct field until later in the ticket. We need it particularly for pending (on some fields) and on-hold. Not for Open or New tickets.

    2
  • Aleena Khan

    I agree, it is really frustrating to not be able to require it within the platform when you're actually in the ticket. How can agents check hundreds of emails to remind a day?

    4
  • Lizyer Maxim

    Any update on this? required fields are created for a reason. agents or any user should not be able to change the status if the required field is blank

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi everyone,
     
    I don't have a status change to share, but for the best visibility to our product team, please post your use case to our 
    Feedback - Ticketing System (Support) community forum topic, using this template to formate your feedback. Then anyone else can upvote and add their own comments there. Thanks!
    -1

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