As an Admin, I expect that when a ticket is opened, all the fields that have default values will be filled with the default value. This is regardless to who opened the ticket (user or agent) and regardless to the medium (web widget, email, form, etc...)
After chatting with one of your agents, she directed me to two articles:
According to these articles, a field with a default value will be filled only if it was opened by a customer using web form, or an agent opening a new ticket from the system.
Can you please handle this quickly? Most of my tickets are opened via the web widget and default values needs to be selected manually, which is very frustrating and a waste of time
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