How to make a ticket field mandatory depending on the status ?

Respondida

Renaud Croix

• 23 de maio de 2022 12:43

Hello,

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

• Nils Z.

  • 23 de maio de 2022 12:53

  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: Open

  The 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

• Renaud Croix

  • 23 de maio de 2022 13:00

  

  Hello Nils Z.,
  
  Thank you.
  Unfortunately, the app "Ticket Requirement" doesn't answer 100% to my needs.

• Nils Z.

  • 23 de maio de 2022 13:03

  Hello Renaud,
  
  this is a pity.
  Maybe the developer is interested in your feedback and incorporates it into a new version. :)
  
  Best Regards
  Nils

• Renaud Croix

  • 23 de maio de 2022 13:08

  

  This would be great if notification could be based on advanced trigger

• Nicole Saunders

  • 23 de maio de 2022 23:01

  Zendesk Community Manager

  Thanks for jumping in to help, Nils Z.! 
  
  Renaud Croix - 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.