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Ticket Description

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Evan Barrick

Posted Dec 06, 2023

I am a full agent (and admin). I am trying to create a ticket for an organization. When I enter the fields we have required on the form, I get an error that I must enter a "Ticket Description" however I do not have an option to do this. Light agents have the ability to do this. Am I missing a setting for Full agents or a setting when setting up the form?

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    Dakota

    Zendesk Luminary

    Hi Evan,

    It sounds like you have ticket forms enabled that require a ticket description field. However, that field is not showing for you as a full agent when trying to create an organization ticket.

    The key difference is that light agents have access to an optional ticket description field on forms, while full agents do not, as full agents have access to the full ticket editor instead.

    There are a couple of options I'd recommend exploring:

    1. Edit the form used for organization tickets and make the description field optional rather than required. This would prevent the error. Full agents would still not see the field but could submit successfully.
    2. For organization tickets where you need a description from full agents too, I'd suggest creating a custom text field called "Description" on the form instead. This would allow both light and full agents to populate that field when creating org tickets via forms.

    Hopefully, this will help steer you in the right direction!

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