- Used Zammad version: Latest
Can anyone provide details on how to make it mandatory for agents to update a ticket with at least 1 note or emai reply, before being allowed to close the ticket?
So to be clear, it should be obligatory for the agent to provide a note or to send an email to customer, when changing ticket state to “closted” - as in, it should not be possible to change to this state without providing note/email reply.
What have you tried so far? Have you tested your use case with triggers?
Not really, as I am still very much a newbie in the land of Zammad, so I am unsure how to proceed. To be honest I was hoping that someone had a working solution to share 
So I had a look at triggers and I can see how it would be possible to identify tickets which are being changed to state “closed” by the current user, but I cannot see any option to then require a note to be submitted as part of closing a ticket - only option for object “note” is that of adding a predefined note:
