Does anyone know if you can make the tag field require an entry before you can close the ticket? It's not listed in the ticket fields and Admin/tags only shows me a count. Our staff tends to forget to fill in this field, so I'd like to make it required, fi possible.
@melody King, I have requested this as an option as well, t.b.h. it should be a basic feature. But unfortunatly because it isn't , we have created a work around, but it is far from perfect.
we created an observer rule, that if a tag isn't one from a prefilled list. We add a note who closed the ticket, we send the agent who closed the ticket an email to please fill out a tag ( one from the prefilled list). And we add a tag called "no tag". one of our admin's can then filter out the No-tag's to do some last changes if necessary.
Hope this helps.
2 people like this
5 months ago
That's a great idea, will definitely give that a try!
And then my next complaint will be about why the different sections of rules/automations named so unintuitively. :D