Enforce required ticket fields to be filled prior to merging
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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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!
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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 -
+1 This is a no brainer need
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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.
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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!
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+1
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+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.
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+1
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