Required to submit agent only option vs customer and agent

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3 Comments

  • Patrick Bosmans
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    Hey Aja,

    Currently, there is no native restriction to have fields filled on ticket submission for agents, only for end-users.

    Possible workarounds would include implementing a trigger workflow that would fire based on the ticket field, however it would depend on the type of field text/dropdown/date, to how this would be utilized in your workflow. This wouldn't stop ticket submission, but could notify agents that something was missed on submission.

    Another option would be to have a custom app that checks specific fields on a ticket and would stop the submission of an ticket, popping up a modal telling the agent "Hey, please fill the following fields: XXXX".  This type of development would be outside the scope of Advocacy to support, but if your Dev resources were limited, we could look to engage our Professional Services team to help.

    If Pro Services sounds like something you would be interested in pursuing, feel free to submit a ticket to support@zendesk.com and we can get the request routed to the right team!

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  • Dan Cooper
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    Hi Aja, 

    You can check out the Ticket Field Manager app from the Zendesk Marketplace by Zendesk that was just re-released.  It allows you to require a field on save for agents. 

    1
  • Devan
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    Business Rules/Macros AMA has ended, and comments have now been closed. If you have any related questions, you can create a new post in our Business Rules - Triggers, Macros, & Automations topic!

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