As an admin, I would like to require fields when agents are submitting tickets that match when an end user submits the same ticket. ie. If required for end users to submit a ticket then they should be required for an agent to submit the ticket.
How do I enforce required fields when agents submit tickets?
I recently had an agent test a form and they used their agent email to do so. When testing as an anonymous user all required fields threw errors when they were not selected as expected. The field requirement is at the field level, there are no conditions to override the requirement.
When they put their email in the email field using an incognito window (they weren't logged in) they were able to submit the form without completing any fields beside the description field. I have been able to replicate the error for both agents and light agents.
To some extent this may be a corner case when it comes to external forms. However, when it comes to internal forms this is a problem especially where there is a legal acknowledgment / attestation involved.
Thanks for sharing your detailed observations!
Currently, required fields in Zendesk are enforced at the form level for both end users and agents, but there is no built-in way to differentiate or override required fields specifically for agents versus end users.
One common approach to this challenge is to create separate ticket forms for agents and end users, each with their own required fields customized accordingly. Agents would then use the internal form with the necessary required fields, while end users use the external form.
Another option is to use custom apps or triggers to validate fields on agent-submitted tickets, although this requires more advanced customization.
If legal acknowledgments or attestations are involved, enforcing required fields consistently for agents is especially important, so exploring these options or engaging with Zendesk support for tailored solutions might be beneficial.
I hope this helps! Feel free to share if anyone in the community has additional insights or workarounds.