How to make a ticket field mandatory depending on the status ?
RespondidaHello,
I create a custom field "Due date"
How to make it mandatory ((or better, make it appear and mandatory) when submitting ticket with "On hold" status.
Thank you
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Hello,
This option is not yet available directly via Zendesk. I know two ways by which you can reach the goal.
1. Via Trigger
You can create a trigger for such a case:Conditions:
Status is „on hold“
AND
Due Date is „non-existent“
Action:
Status: OpenThe ticket then appears again in the processing queue of the assigned agent. Only when the due date has been entered does the ticket remain in the status „on hold“.
It is possible to extend the trigger, for example by sending an e-mail with an explanation that the responsible agent.
2. Via an Marketplace-App
You can install the app „Ticket Requirements“.
https://www.zendesk.com/marketplace/apps/support/126519/ticket-requirements/
This allows you to display a notification when certain fields are empty and the agent wants to save the ticket.
Best Regards
Nils -
Hello Nils Z.,
Thank you.
Unfortunately, the app "Ticket Requirement" doesn't answer 100% to my needs. -
Hello Renaud,
this is a pity.
Maybe the developer is interested in your feedback and incorporates it into a new version. :)
Best Regards
Nils -
This would be great if notification could be based on advanced trigger
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Thanks for jumping in to help, Nils Z.!
Pluriell SRL (EMEA Partner EUR) - I sent a link to this conversation to the PM for this area of the product, to make sure they are aware of your needs here.
Por favor, entrar para comentar.
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