It would be great if admins had the ability to make certain property fields “required” before an agent can submit a ticket in either the classic ticket view or the Help Desk View. Zendesk, Salesforce, Gladly, Oracle, and many other CRM Platforms have this functionality.
I know that you can add required fields at the form level, but this needs to be a functionality within a ticket. If you’re trying to report on something from these property fields, it leaves too much uncertainty. If agents forget to fill out that property field, it shows up as “no value” in reports. And since none of the fields can be required, that “no value” bucket turns more and more into a black hole. This should’ve been a capability from the beginning.
Estou enfrentando justamente essa realidade apontada no fim da sua ideia… relatórios zerados quando os agentes equecem de preencher o campo.