Currently, if an agent submits a form on behalf of an end-user, the form does not ensure required fields are filled-out. This allows essential questions to go un-answered, requires manual follow-up to get the information, and has me 're-training' agents.
The response I received from Zendesk Help, "Agents must complete all required fields prior to ticket closure" is unhelpful and does not get the job done.
Fields that are required for form submission are essential to getting the request completed efficiently. If a field is marked 'required' for ticket submission, make all roles fill it out.
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