When an end users created a ticket you can require them to fill in certain fields. Similar, when agents solve tickets Zendesk can force them to fill in specific fields before the ticket can be solved.
Required Ticket Fields allows you to require specific tickets fields to be filled in before a ticket can be submitted as open, pending and on hold too. This allows you to have better reporting on ongoing tickets, fire triggers for specific ticket types, or to update SLA policies on the fly by looking at custom ticket fields.
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