How to make fields mandatory at ticket creation for everyone (end-user and agents alike)?

3 Commentaires

  • Andrew J. Mills
    Community Moderator

    Best option I know of is to advise agents of requirements, and advise them of consequences... Then put a trigger in place to fire on any ticket created by an agent with blanks in any of your chosen fields... You can design the level of escalation desired. Maybe on week one, start by bouncing ticket to open and assign to current user. Using (unsupported) http target to update own ticket with message to try again after filling out fields.
    Or you can go full defcon 1 and email notifications to HR 🤣

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  • Andrew J. Mills
    Community Moderator

    Forcing agents to complete fields is not an out of the box option on ticket creation. There may be an app for this, check the app market. Bear in mind that if you allow email requests, these will not contain fields.

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  • Carlos Santos

    Thanks, Andrew. Seems odd to me that there's no straightforward way to do this. But thanks anyway, I will automate validations in other ways, although it seems a bit overkill for something that should be out-of-the-box.

    As for tickets being created by email, we don't allow it. Form-based only.

     

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