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Enforce required ticket fields to be filled prior to merging
Posted Oct 27, 2021
Hi there,
We want to be able to enforce agents to fill our required ticket fields prior to merging. It's my understanding that it's currently not possible. This would be great in being able to report on duplicates and true ticket volume for each of our GTMs (currently distinguishable by a custom ticket field). Since we're unable to require that field to be filled prior to merging, we have a lot of tickets with a null value for that field and we're unable to see how many of those are from which GTM.
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16 comments
Dan Reyes-Cairo
Yes, this is essential! We've been doing a ticket audit on our systems and have noticed lots of null required fields in our data.
We'll be working with agents to assure that they're filling these fields in before merging, but the value of having a required field is lost when there's a major loophole like this.
Compounding the issue is that even if an agent fills in the required field into the dropdown, when they merge the ticket that field isn't saved to the ticket prior to closing. So the order of operations here isn't right because it's trying to apply the field change after the status change.
Please fix!
6
Nikki Stockton
Agreed,
I also see a lot of my tickets with Null values due to this. I then have to go through them and verify them - painful!
Thanks,
Nikki
3
Joel Mayer
+1 This is a no brainer need
4
Sorin Alupoaie
If these fields can be set based on a predefined set of rules, you can use our Merge Zendesk tickets app to automatically merge tickets and set the values for these fields.
-3
Martin Chong
When Zendesk is used with regulatory bodies such as the FDA, the FDA audit strictly calls for manually setting the mandatory fields prior to closing or merging a ticket (as merge will close a ticket).
The mandatory field value cannot be pre-defined (set with a default value) when a ticket is created as it will be considered a decision is made before a ticket is reviewed. The field value must be set after review, before closing or merging each ticket. And so this is important when one deals with very strict regulatory authorities!
1
Anastasia Kachanova
+1
2
Rod Shiva
+1, one thing I don't see in the thread but I believe others share a concern with is a need to have a close sync in counts ticket created/ solved to an exact number of ticket field outputs. Without it there's always some kind of drop off and also since some folks like to send multiple, it looks like a trending issue that really isn't one. I'd welcome even doubling up on the field it's being merged to in my use case because it won't grossly inflate 1 specific field output but will be sprinkled across many different outputs.
1
Atanas Tomov
+1
2
Boyan Spasov
+1
1
Joshua Bentley
A stop-gap would be to allow admins to edit closed tickets so our reporting can be corrected.
1
Shawna James
Hey everyone, thank you for taking the time to provide us with this product feedback. We apologize for the delay on our end in providing you with a response to the feature request.
I work in managing our customer product feedback forums and have been in communication with the product team that owns this area. They noted the following: this is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
Thank you again for your feedback and for being a valuable customer with Zendesk.
1
Ashley M
+1 for this, its needed!
1
Eric Lau
+1, needed as well
1
jason.phillips
Yes please add this feature. Would be really helpful for reporting.
1
Sarah
+1
0
Luyolo Dungelo
+1
0