Ticket Fields Need Default Values
We've created SLA for various products and assigned these SLAs to customer accounts.
Yet, still when we add a new support ticket we are prompted for the product name despite Zoho Desk knowing that the customer account has an SLA applied. It should be defaulted to the product assigned to the one and only SLA we are allowed (unless you plan to let us have multiple SLAs)
There are also other fields such as "due date" - we are forced to select a due date on each ticket yet this date doesn't matter. We can set it for anything but the SLA will (and should) override this field. Why should we have to fill it out then? It is a required field unfortunately. Populate a default.
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