Required form fields for ticket submission need to be required for all roles

+1 on this. Seems odd that agents can bypass the field requirement to submit a request. Anybody know of any workarounds? 

Hey @chris30 I may have a possible solution. If you use Conditional Formatting at all it seems to address it for me. Not ideal but is a workaround.

We needed to redesign one of our processes, but we added a checkbox to the form, and conditions for both Agents and End Users that once the checkbox is ticked that those fields appeared and were Required Always. 

Seems to do the trick, forces all fields to be mandatory regardless of the email which is being used to submit. I'd rather the fields be true to their required nature, hopefully Zendesk could look into that as the conditional formatting may not be a viable option since it does impact the look of the form. 

This is a true need. 

Today we work with internal and external requests/tickets, where internal are demands between teams within our company, and external are requests via forms or web widgets.

In internal requests, team A, which is opening the ticket, must fill in all the necessary information on the form, which is handled by team B. This is done because for team B to respond to the request, it needs all the necessary information is filled in, and this is done using forms.

However, we are having difficulty ensuring that the ticket is opened with all fields and information filled in correctly. With other systems, the "required" setting is done directly on the field or form settings, so this feature has a huge impact for companies which has this "internal requests" between teams, that today gives us a lot of rework or tricks to help with these situations. 

Plus one.

In addition to missing required field, it prevents triggers from running on ticket creation. We have triggers that use APIs that will route to internal systems based on the values in the fields. If the field is submitted empty, triggers don't run, and customers complain that we aren't handling their issues on time.

If there was a way to make this an agent condition on the form, that would work. At the moment, it only works if that field is displayed based on another field value. I can't create dummy fields just to hide/show a required field. 

Hey everyone, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

I have touched base with the product team that owns this area and wanted to let you know that at this time we are not able to commit to building this feature. We understand this may be frustrating but wanted to ensure we closed this loop to remain transparent.

At this time we are going to close this post for comment and mark it as “not planned”. If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.