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

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  • 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...

  • 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

  • Brendan Crowley

    + 1 for this request. Any update here?

  • Mads Nielsen

    You can use Zendesk' own Ticket Field Manager

    to make a ticket field mandatory.

  • 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.

  • 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?

  • 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

  • Dave Dyson
    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!
  • Cheyenne Trommels - Oorebeek

    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?

  • Christine
    Zendesk Engineering
    Hi Cheyenne,

    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?


  • Cheyenne Trommels - Oorebeek

    Hi Christine, 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 :)

  • Arianne Batiles
    Zendesk Customer Care

    Hi Cheyenne Trommels - 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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