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We REALLY REALLY need "Required Fields to Submit a New Ticket" and not just "Required to Solve Ticket"
Posted Mar 01, 2023
Hello,
We are in dire need of tracking a required field when submitting a New Ticket. I just learned this is a limitation in ZD. Is there any way to get this live in the near future? We are dependent upon tracking service tickets and the duration of time our technology in the field has been down. We need to track by the hour from a ticket being opened and the ability to require it to be indicated whether it is down, so we know exactly when it went down and how to prioritize.
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4 comments
Scott Patterson
Addons like 'Field Conditions' by Sweethawk can be used to do this (likely others too), but yes it would be much better if it was provided by Zendesk itself.
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Gaurav Parbat
As a part of the larger permissions framework improvement, this feature will be scheduled to release in 2025.
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Jennifer Morris
We also need this feature. This is quickly becoming a point of contention with my internal customers. They are demanding this feature or we will have to move to a different platform.
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Sydney Neubauer
+1 We did have a workaround that has been serving us well. And that is by implementing conditional fields as conditional fields have the option on when they are required (new, pending, on hold etc). But still, you shouldn't need a workaround
Inside the app - choose to hide the checkbox that you added to each form so no one can select it
Create a trigger that will mark this checkbox/dropdown as checked upon creation/update etc.
This shouldn't be so complicated but the nice thing is, you do this legwork once and you are good to go. But Zendesk really should just add this functionality.
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