Katherine Allen

Adding this in here as I wasn't able to find a similar idea! 

As our agents work with clients on support tickets, there are a lot of fields they need to pay close attention to to make sure they are filled out properly and that they are actioning the ticket appropriately (Organization name, priority, etc). This is exacerbated by allowing our clients to use email to contact us, which means they are able to bypass fields that we would normally have be required to enter a ticket (of course we could turn this off, but that doesn't make sense for our business right now). At the moment we are using triggers with a webhook to post internal comments back to a ticket if we see information is missing or see something critical the agent must know about to help our agents pay attention to it, however this is a little clunky and adds unneeded text to the ticket. 

What I'd love to see is the ability to set up a trigger (or automation) to add a custom warning message to the support interface when viewing a ticket if there a special things an agent needs to pay attention to. That could be incomplete fields, a ticket that came in as urgent, a client who has special restrictions etc. But in general, it would be very helpful if they could immediately have those things brought to their attention when reviewing a new ticket, and then have some sort of acknowledgement (or have the message disappear) once the issue has been resolved/acknowledged.