We have a field to identify what kind of ticket a client has raised, similar to the OOB "Type" field in Zendesk (we disabled that and created a custom one with a few more options like "Bug - Client Side"), and we want to keep this field hidden from the client whenever they view the ticket in their Zendesk interface.
We also want to be able to report, categorically, on our unsolved tickets backlog to help us prioritise which tickets to look at next (and for general reporting e.g. "how many bugs have people raised this week that's actually them misunderstanding/not having enough training?").
Agents forget to fill out fields all the time, especially during this time where we're getting slightly more tickets than average and we want to solve each ticket as fast as we can. So making the tickets mandatory On Solve isn't enough; we want the field to be mandatory whenever it gets updated.
The problem lies when you make a field mandatory On Submit, it's also mandatory for the end-user, meaning it's exposed to them, which we don't want. We need to make this field mandatory to fill out when an agent updates a ticket, but we want to hide it from the client.
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