Is it possible to force Agents to add a note to a ticket through automation?
I want to make it so that if an Agent escalates a ticket to a specific Agent Group that they are forced to populate a note on the ticket.
I can see many ways of adding a note to a ticket through automation but none that force the Agent to populate the contents of the note, is this sort of functionality possible or should I be adding a mandatory text field to the ticket fields?
I’d rather not do the latter as it’s just duplicating built-in functionality for the sake of it.
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Forcing Note From Agent
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