Mandatory Fields On Submit, But Hidden From End-Users

4 Commentaires

  • Amie B
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    Hey Patrick,

    I had to read over this a couple of times to figure out what you're looking for but got there in the end. The functionality you're looking for does exist within Zendesk however, it only exists with ticket form conditionality currently. 

    Within ticket field conditionality, you have the option to set an agent only field to be required "Always". Essentially meaning any time any agent makes an update on the ticket, the field would need to be filled in, not just upon ticket solve. This functionality only exists when you're setting the field up in a conditional scenario. 

    Currently, there's no way to achieve this any other way in Zendesk which I'm aware of that's out of the box. There may be some apps in the marketplace which might help you in gaining this type of control on the ticket field you're looking for. It would be worth a look to check. :)

    Best,

    Amie

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  • Patrick Harland-Lee
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    Thanks Amie, I couldn't quite work out how to do this in conditional fields without needing another field to be filled out.

    For example, I can make Category mandatory, but only when filling out the Type field. If the agent forgets to fill out the Type field, though, then they never have to fill out the Category field:

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  • Amie B
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    Yeh I got stuck there too where I was checking it out for you. It sounds like the fields you want this for don't need conditionality on them, so this isn't going to work for you. 

    I found this is the marketplace. I haven't tested it but it might be able to do what you want here. It's also made by Zendesk and free. 

    https://www.zendesk.com/apps/support/ticket-field-manager/?source=app_directory

    Let me know if this does the trick at all. I'd be curious to know the outcome. :)

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  • Patrick Harland-Lee
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    Okay that's interesting, I can get it to work for any field that has a longer ID, but not a shorter one (e.g. Resolution Method works but not Stop Satisfaction Email?), and unfortunately our fields are the shorter, 8-digit version rather than the 12-digit version that seems to work. Is it possible to get this fixed?

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