As a critical part of our CX process, we gather data about why people contact us. In practical terms: every agent fills out a mandatory custom field and its corresponding conditional field (e.g. Fruits > Apples). However, two dilemmas:
- Almost 90% of our responses are submitted as pending, thus ignoring the mandatory (*) condition. I have set up a trigger to notify our agents when they forget, but it would be better if we could tweak the mandatory logic somehow
- How do you make conditional fields mandatory only when they're triggered? E.g. filling out conditional field "Apples" should only be mandatory when its parent "Fruits" is chosen. As is, if I make any conditional fields mandatory agents won't be able to submit a response
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