Make ticket fields mandatory for agents
There should be a way to make ticket fields mandatory for agents upon ticket updates, for example. Right now they can only be made mandatory upon solving a ticket.
However, when using an automation that is closing pending tickets after a certain amount of time, for example, the fields that are supposed to be mandatory are not filled out unless a certain value is assigned via the automation. This value can only be chosen by a human whatsoever, thus having no or a random value assigned will lead to wrong reporting outcomes.
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Hi Patrick Richter, you can actually make ticket fields mandatory upon update and not when solving tickets only.
Please see this article on how to make it mandatory for ticket updates - https://support.zendesk.com/hc/en-us/articles/4408846008218-Making-conditional-ticket-fields-required- -
Hi Jahn Bronilla thank you for the update and I'm irritated as it was your support telling me that this is not possible and I should raise a post here. Ticket #11347438
However, I dont see where I can choose an empty value? For example if ticket field "ticket type" value is empty, dont allow ticket update. Can you help on this or should I reach out to support again?
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Jahn Bronilla support just reassured me that your solution is not what I'm looking for and there is no solution or workaround for what I'm trying to achieve.
Thus please treat this as a feature request, thank you!
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