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.
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Go to Admin > Ticket Structure > Ticket Fields.
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Click New.
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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).
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You don't want users to see this field on the portal, so select Agent only field.
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Select Require the agent to provide a value and Only agent validation when the ticket is being resolved.
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Click Create and head to Admin > Ticket Structure > Departments if you would like this to only appear on tickets for certain departments.
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