Filling Mandatory Ticket Fields - Zoho Desk Knowledgebase

How can I force agents to fill mandatory fields before closing tickets?

Zoho Desk enables you to set fields as required so that your agents are forced to enter their values before submitting a ticket. This applies to tickets that are manually created by your agents. But how can you enforce filling required fields when a ticket gets created through email or social channels? For such tickets will continue to have their required fields empty resulting in significant loss of data.

This is where Blueprint comes handy. You can create a blueprint rule to make your agents fill the required fields as part of the 'during' transition. This way your agents cannot move on the next state without filling in the required fields.



To learn more about creating a blueprint, click here.

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