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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

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

Zendesk Product Manager

As a part of the larger permissions framework improvement, this feature will be scheduled to release in 2025.

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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

Zendesk Luminary

+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

 

  1. Create a checkbox or dropdown field (we used a dropdown field with a named ‘required’ option)
  2. You will need to add this field to each form
  3. Download the Free sweethawk app ‘Hide Ticket Fields (Legacy)’
  4. Inside the app - choose to hide the checkbox that you added to each form so no one can select it

  5. Create a trigger that will mark this checkbox/dropdown as checked upon creation/update etc. 

  6. Then back on the forms, if you set conditional fields so that the field you want to be required on different statuses is required based on that checkbox being checked, you can choose when it is required

 

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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