Is it possible to remove the default fields on the "Submit a Ticket" page? My goal is to put a shortcut on several desktops in my organization to open IE and land the user on the "Submit a Ticket" page so that they can put in a helpdesk ticket. The issue is some of my users do not have an email address. I am wanting them to be able to submit a ticket without an email address while still gathering the needed info for the ticket.
Is it possible to use a default email address for your tickets - a shared address or something? However, with a shared email address, the agents would be responding to via the portal to that email address, so it might not work best for communication.
To answer your question, we cannot currently delete any default fields on the ticket form.
What would be the primary mode of agent to customer communication in your organization? If you could explain your scenario, we could help to find a workable solution. Feel free to reach out to email@example.com if you would like to discuss this further.