Question:

I would like to make my agents record how each ticket was resolved. Is there a way to add a compulsory 'Solution' field to Deskpro that is required to resolve a ticket?

Answer:

You can implement this easily using a custom ticket field.

1. Go to Admin > Ticket Structure > Ticket Fields. 

2. Click New.

3. Select a Single-Line Text Box or Multi-Line Text Box depending on how long a description you want agents to enter (or you could create a multiple-choice field using Select Field).

4. You don't want users to see this field on the portal, so select Agent only field.

5. Select Require the agent to provide a value and Only agent validation when the ticket is being resolved.
   

   

    

    

6. Click Create and head to Admin > Ticket Structure > Departments if you would like this to only appear on tickets for certain departments.