Required Ticket Fields For Proactive Tickets



  • Tommy Cerqua

    Hey Brandon - while there isn't currently a way to require a ticket field upon an agent creating a ticket, I do have a workaround you could try out!

    Create a trigger with conditions to watch for: ticket is created and current user is an agent, and then "meet any" conditions for each of the required fields being blank. Then, for the actions, the trigger can switch the ticket back to Open status (so it's clear it needs agent action) and also send a notification email to the agent letting them know the ticket is missing something.

    Here's a screenshot of an example trigger, to give you an idea of what it would look like:

  • Brandon Tidd
    Community Moderator

    Thanks!  I'll give this a try - still wouldn't prevent someone from creating a ticket on the wrong form (my primary concern), but its definitely a step in the right direction - thanks!


Please sign in to leave a comment.

Powered by Zendesk