I would like to build in some stop gaps to prevent our employees solving tickets before doing their due diligence. A series of questions. If they fail to answer all the questions the ticket will not be able to proceed. In addition, if "No is checked on any question they may not proceed until YES or N/A is swapped out for it.
Basically I want to open a popup while agent starting a ticket. In that popup window 4-5 questions are there and agents have to answer the questions before proceed.
Hi Vipul! Yes, you can absolutely do this using a modal to create the conditions and then a ticket.save hook to verify that the conditions are met. The easiest way to implement this would likely be to use ticket fields which are filled from the actions taken on the modal. For an example where data is sent from a modal to a ticket, take a look at this example which sends tag data from a modal to a ticket. Obviously would need a little tweaking for your use-case, but that should get you moving in the right direction!
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