We have an inbound ticket via email.
The ticket properties are partially populated (e.g. Status = Open).
We have some custom fields which are set to required.
However, the agent can reply to the email without populating the custom fields.
Is there a way to ensure that agents fill in the ticket properties before they can reply to the ticket?
+7Hi
Greetings from Freshworks Community!
To automatically populate custom fields when agents create tickets from New Ticket or New Email, pre-defined templates can be utilised. Custom fields can be set up based on specific conditions.
Article for help: https://support.freshdesk.com/en/support/solutions/articles/37616
Hope this helps!
Cheers,
Sneha.
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