in our reporting process and for quality purposes we use ticket classifications (not priorization) like
Incident, Service Request, Change Request, …
At the moment we solve this classification by tagging the tickets with those terms but we run into the issue that tags are not mandatory, so often the agents forget to set a tag.
- Is there any way to create a check if tags are missing so the ticket cannot be closed?
(optional) - Is there any way to check for specific tags missing and the ticket cannot be closed?
- is it possible to create a custom dropdown for this purpose showing up in the ticket creation mask and ticket processing mask?
TY so far