Use Triggers for Mandatory Ticket Fields
How can I use triggers to ensure ticket fields are filled before status change?
You can use triggers in Zendesk to ensure ticket fields are filled before changing the status. If you don't have access to conditional ticket fields or need to set a top-level field as required for a status other than Solved, you can create a trigger to check if the field is blank.
To create a trigger, set conditions under 'Meet ALL of the following conditions' such as 'Custom_field | Is | -' and 'Status category | Changed to |
More related questions
Can I make ticket fields mandatory before changing ticket status in Zendesk?
Yes, you can make ticket fields mandatory before changing the ticket status in Zendesk. You can set ticket fields as 'Required to solve' in the settings of each ticket field. Additionally, you can require agents to fill in specific ticket fields…
What are conditional ticket fields in Zendesk?
Conditional ticket fields in Zendesk allow you to set specific ticket fields as required based on the selection or value of another field. This feature provides flexibility in managing ticket fields across different statuses. However, there is a…
Can I require a field for statuses other than Solved in Zendesk?
Yes, you can require a field for statuses other than Solved in Zendesk by using triggers or automations. If you need to set a top-level field as required for a status other than Solved, create a trigger or an automation to check if the field is…
What is the Ticket Field Manager app in Zendesk?
The Ticket Field Manager app in Zendesk provides more control over conditional fields and ticket statuses. It allows you to make ticket fields mandatory across different statuses, offering more flexibility than the default settings. This app is…
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