Impact of Required Fields on Zendesk Automations
How do required fields affect automations in Zendesk?
In Zendesk, automations can set a ticket status to Solved even if required custom fields are blank. This happens because automations check their own conditions, not the ticket field conditions. To ensure required fields are completed before an automation runs, you can use tags as a workaround. For example, you can set an automation to wait for an 'okaytoclose' tag, which is added by a trigger once the required field is filled.
For more information on managing automations, see the originalZendesk help article.
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