Question

How to stop subject required when agent creating ticket?

  • 7 September 2022
  • 1 reply
  • 14 views

Badge +3

I have it set that the subject is not required for the agent or the customer, yet the system insiststs that the agent enter a subject.  How do I make this stop?
 

 

 


1 reply

Userlevel 5
Badge +6

Hi @lcoughey 

 

Greetings from the Freshworks support!

 

Ideally, once the checkboxes are unchecked for both the agents and the customers, the field should no longer be mandatory for them to fill in while submitting the tickets. Video grab for your reference - https://share.vidyard.com/watch/jdr1TnGr4tFmmwA3dWZL6H?


However, if you would like to hide the subject field for agents completely, you can make use of third-party marketplace applications like Hide fields, Hide/Disable Ticket Fields to perform the same.

Feel free to drop a note here incase of further queries :)

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