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Hi everyone,

We’re using Freshdesk and regularly generate reports based on the company of the contact, which the agents link to each ticket. To ensure this field is always filled in, we’ve configured the "Company" field (under Admin → Ticket Fields) to be required when closing a ticket by enabling the option (as seen in the image below).
 

However, this setting doesn't seem to be working as expected. Agents are still able to close tickets without filling in the Company field, and this results in tickets being closed without an associated organization—leading to inaccurate reports.

 

Is this an expected behavior?
If so, is there a workaround to enforce the presence of a Company before ticket closure? (e.g., via Workflow Automator, validation app, or moving the field elsewhere?)

Thanks in advance for the help!

Hi ​@Kamakshi V 

Hope you’re doing great.

It seems this thread is intended for FreshDesk, as per the description and the tagging, but was submitted under FreshService.

Would you mind moving it accordingly please?

 

Thank you very much in advanced.

 

Best,

Hope you’re doing great.

 

It seems this thread is intended for FreshDesk, as per the description and the tagging, but was submitted under FreshService.

 

Would you mind moving it accordingly please?

 

Thank you very much in advance.

 

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Hi Tamas.

In FreshDesk, you may use apps for that. There’s a free one: Freshworks Required fields validator Integration | Freshworks Marketplace

This should help you with your use case.

Additional, on the Company, you may add the email domain they use, for the use case when users log tickets with an email ID. That way, the system will automatically append the company to a ticket immediately it is logged.

 

Hope this helps.

 

Best,

Hi ​@eeha0120 

Thank you for your suggestion, however this did not solve my problem.

To be more precise: what we do is we store the Company for each Contact (in Contact Details), so if we recieve a ticket from the same customer, their company name is already filled. This app didn’t let me select a Contact detail as a required field. It only works for ticket fields, unfortunately.

I appreciate it if you have any other suggestions.

Thanks!

Hi ​@eeha0120 

Thank you for your suggestion, however this did not solve my problem.

To be more precise: what we do is we store the Company for each Contact (in Contact Details), so if we recieve a ticket from the same customer, their company name is already filled. This app didn’t let me select a Contact detail as a required field. It only works for ticket fields, unfortunately.

I appreciate it if you have any other suggestions.

Thanks!

Hi.

Let me double check I understand your request:

You are not looking to enforce requesting Company in ticket, as you have already set it up.

You are currently looking for enforcing requesting company in Contact creation/modification; is that it?

If it is that, unfortunately, AFAIK, that is currently not possible. Maybe ​@RobCrossHM or ​@MDavies could confirm or help?

 

 

Best,​

Did we work out if this question is for FreshDesk or FreshService?

 

In FreshDesk the company name is auto linked based on the email domain of the contact

In FreshDesk, for us the company on the ticket is populated automatically, based on the configuration of the company records.

In the below example, any tickets landing from with an email address ending in @google.com would automatically be linked to the Google company.  This removes the need for agents to manually link the ticket to the company

 

 

That’s not really what I meant. What I would like to do is make the Contact’s company be a required field when a ticket is closed.

 

​@tamas.andrassy - On your screenshot, it looks like the company is already linked correctly.

Are your contacts linked to multiple companies?

For me, the company field only appears if the person is associated to 2 companies

 

 

Yes, in that case the ticket can be closed. They should only be able to close a ticket if that company field has a value in it.

So it is still a question: how can I prohibit the agents from closing a ticket where the Contact’s company is empty? ​@eeha0120 

 

​@RobCrossHM I only have one company for that contact.

I think you might have a bug, so would report that to support.

The support approved that this is currently a limitation. They might add this feature in the future.

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