Mandatory ticket fields upon creation of a ticket

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5 Comments

  • Kristof Van Kriekingen
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    Hey Bonnie,

    When you go to Admin > Manage > Ticket fields and add your ticket field, you have the option with ' for agents ': Required, if you tag that on agents will be forced to enter the field before solving an issue.

    Kind regards
    Kristof

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  • Martijn Snels · pluscloud.nl
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    In addition to this instructions from Kristof you could also create a Trigger with an email notification which asks the agent to add with additional information to the ticket.

    You could use Liquid to add the fields which are not filled in yet.

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  • Colin Piper
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    The OP is looking to mandate a field at creation  check these forums for a link to an app called ticket field manager. It is an unsupported app but used by many customers with no issues.

    If you cannot find it, reply and when I get to my desk I can add a link.

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  • Colin Piper
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    The Ticket Field Manager app can be located here: https://github.com/zendesklabs/ticket_field_manager_app

    Please note that these apps have no support as they are not officially developed by Zendesk. 

    1
  • Bonnie
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    Thanks Colin.  I'll try the app in my sandbox first to see how it works. I've used some other unsupported apps and mostly they work without issue. 

    Appreciate the suggestions!

     

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