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

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.
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.



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 a System Administrator.
  2. Click on the Menu icon, and from the dropdown select Settings.
  3. Under the Configuration header, click Templates. A list of current templates will load in the content pane.
  4. Select a template and click the Edit button. (Alternatively you can double click on the Template name.)
  5. Click the Field Definitions tab.
  6. Select a custom field definition and click the Edit button.
  7. Select the Required for agent ticket responses checkbox if the agent needs to complete this custom field before responding to Tickets.
  8. Select the Required for agent to close tickets checkbox if the agent needs to complete this custom field before closing.
  9. Click the OK button.
  10. Repeat steps 6-8 for each required custom field.
  11. Once finished, click the Save button.
For more information, please refer to the Templates page of the SmarterTrack Online Help.
 

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