Hi There, 
We recently started using Zoho Desk, and we love it!! 

So I need some help regarding the issue we face, and just wondering how we can resolve this or at least minimize the issue!

My agent will send an email to the customer and request documents (We have an Standard Email Template mentioning all the documents we require from our customer), and this email template will be sent to the customer during the transition of the blueprint; once the email is sent, Ticket Status will change to "Document Checklist Sent."


Once the ticket is at "Documents Checklist Sent." status, an agent can see two buttons due to the blueprint. 

1. Documents Missing
2. Documents Recevied

If the agent has received all the documents we requested from the client, the status will be changed to documents received. Otherwise, documents missing. 

Now, when a customer sends documents to us, sometimes, my agent won't verify if they are complete as per the documents checklist we sent and change the status to Documents Received.

Later on, my other team will find, some documents are still missing. Then we have to request the documents again!

How can I implement something to make sure an agent confirms that all documents have been received from the customer before changing the status of "documents received" so we don't need to ask for those missing documents later on?

Thank you!