Can I set a field as required for agents when moving to a status other than solved?
Yes. You can require specific fields to be set when moving between the new, pending, open, or on-hold status categories.
Conditional ticket fields allow you to set specific ticket fields as required for all statuses based on whether or not another field is selected or has a specific value. For information on how to set ticket fields as required, see the article: Making conditional ticket fields required
If you do not have access to conditional ticket fields, or you need to set a top-level field as required for a status other than solved, create a trigger or an automation that can check if the field is blank and send a notification to the assignee requesting the field be completed.
To create the trigger
- Create a trigger.
- Under Meet ALL of the following conditions add the below conditions:
- Custom_field | is | -
- Status category | Changed to | <status> (for example, pending, open, on-hold)
- Under Actions include:
- Email user | (assignee)
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...
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
+ 1 for this request. Any update here?
You can use Zendesk' own Ticket Field Manager
to make a ticket field mandatory.
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.
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?
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
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!
We're in a similar situation: when the ticket is put on Pending, I'd like to make our field 'pending on who' mandatory. The Conditional ticket field option doesn't offer this option, as I have to select options that make no sense in this situation. How can I make a field mandatory only in case of change to a Pending status?
There's no native way to achieve this, but as a workaround, you can create a Trigger to notify the assignee that they must set a value on the field when setting a ticket status to Pending. See Can I require a field to be set before moving to a status other than solved?
Hi Christine Felicia, thanks for your swift reply. What kind of notification would I be able to set? I only know about the option to notify agents per email, which wouldn't be a proper solution to this issue.
However, I just found out that we're able to use custom ticket statusses since a few weeks, in this case we've created a few Pending statusses that already solve the problem :)
Hi Cheyenne Oorebeek,
That's great to hear! You can create a trigger that adds an internal note to remind your agents and keeps the ticket Open when the field is left blank or a value is not present.
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