Alert when a ticket's field not fill in

Pluriell SRL (EMEA Partner EUR)

• 15 de septiembre de 2021 09:31

Hello,

I would like to create a pop-up asking agents if the Due Date ticket field needs to be filled in when submitting ticket in "On Hold.

Is it possible ?

 

Thank you

• Nils Z.

  • 15 de septiembre de 2021 09:46

  Hello,
  
  when I last looked it was not possible. So I created a trigger for myself.

  Conditions:
  Status is „on hold“
  AND
  Due Date is „non-existent“
  
  Action:
  Status: Open

  The ticket then appears again in the processing queue of the assigned agent. Only when the due date has been entered does the ticket remain in the status „on hold“.
  In the first few days, there were a few questions from colleagues because of the change, but now everyone knows.
  
  It is possible to extend the trigger, for example by sending an e-mail with an explanation that the responsible agent.
  
  Best Regards
  Nils

• Pluriell SRL (EMEA Partner EUR)

  • 15 de septiembre de 2021 09:53

  

  Thank you Nils but it's not really the objective i'm looking for.

  
  I'm looking for a reminder for agents in order for them not to forget to set a due date if necessary (without making this ticket field mandatory)

• Jacob the Moderator

  • 15 de septiembre de 2021 11:12

  Community Moderator

  Hi Renaud,

  The good people over at Cloudhuset made this kind of soft-nudge app that may be what you're looking for: https://www.zendesk.com/apps/support/ticket-requirements/

• Pluriell SRL (EMEA Partner EUR)

  • 15 de septiembre de 2021 11:24

  

  @...

  Thank you, exactly what is needed.

  By chance, do you know if trigger could apply ?
  My objective: Using this app only for ticket with On-Hold status

• Jacob the Moderator

  • 15 de septiembre de 2021 12:47

  Community Moderator

  Glad to hear it! I'm not sure if the status-based scenario you mention is supported. It has been a while since I used it last.

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