Require Agents to Fill Out Custom Fields Before Replying to or Closing a Ticket

If your company uses custom fields to gather additional data on customers, administrators can require that these fields are filled out before an agent replies to or closes a ticket. For example, an administrator may have created a custom field that identifies whether the inquiry is a potential sales opportunity. To ensure agents always indicate whether a sales opportunity exists, the system administrator can make this field a requirement before the agent can reply to or close the ticket.
NOTE: To set up this option, custom fields must already be created. For information on creating custom fields, refer to the KB articles Create and Use Custom Fields in Live Chat and Create and Use Custom Fields in Tickets.



Applies to SmarterTrack 11.x-12.x

Follow these steps to make a custom field a required field that agents must complete before closing or replying to tickets:
  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folder and click on Custom Fields in the navigation pane.
  4. Click Templates. A list of current templates will load in the content pane.
  5. Select a template and click Edit.
  6. Click the Field Definitions tab.
  7. Select a custom field definition and click Edit.
  8. Select the Required for agent ticket responses checkbox if the agent needs to complete this custom field before responding to Tickets.
  9. Select the Required for agent to close tickets checkbox if the agent needs to complete this custom field before closing.
  10. Click OK.
  11. Repeat steps 8-11 for each required custom field.
  12. Click Save.

Applies to SmarterTrack 6.x - 10.x

Follow these steps to make a custom field a required field that agents must complete before closing or replying to tickets:
  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the Settings icon.
  3. Expand the System Settings and Custom Fields folders in the navigation pane.
  4. Click Templates. A list of current templates will load in the content pane.
  5. Select a template and click Edit.
  6. Click the Field Definitions tab.
  7. Select a custom field definition and click Edit.
  8. Select the Required for agent ticket responses checkbox if the agent needs to complete this custom field before responding to Tickets.
  9. Select the Required for agent to close tickets checkbox if the agent needs to complete this custom field before closing.
  10. Click OK.
  11. Repeat steps 8-11 for each required custom field.
  12. Click Save.
For more information, please refer to the Templates page of the SmarterTrack Online Help.
 

Learn more about SmarterTrack’s helpdesk system, which includes live chat, a self service portal and knowledge base software.

Add Feedback