We've made it mandatory in our SOP for agents to make a note on the case (Private or public) before closing the case but they still end up solving the case without any notes.
Any way to make the comment as mandatory for updating a case?
How can I make comment (Private/public) mandatory before updating a ticket?
We have a similar requirement, but our agents need to leave an internal note after every interaction with the customer, so would also be interested in getting a solution like this in place.
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There is no native setting in Support to require a public or internal comment in order to solve a ticket. Two potential workarounds that came to mind are to either create a trigger that re-opens tickets when agents solve a ticket without a public or private comment or to create a checkbox field that is required to solve that agents would select to confirm they've added a public or private comment.
I've attached a screenshot showcasing an example of what a trigger in the first solution would look like. Additionally, this would be a great topic to post some Product Feedback in our community for our Product Team to review. This article below goes over how to leave Product Feedback at Zendesk: Giving Product Feedback at Zendesk
Thank you!