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?
Hi
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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