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E
Emily26
December 14, 2023
Question

Requiring Form Selection

  • December 14, 2023
  • 1 reply
  • 13 views

When a ticket comes in via email, it's assigned the default form. We want to require our agents to select the form that matches the request, so we can report accurately on ticket topics. Is there any way to do this?

1 reply

C
Christine20Employee
Employee
December 16, 2023
Hi Emily,
 
When you have the ticket open from the customer, agents can apply any available form to a ticket or change the existing ticket form for a ticket. If you change forms while working on a ticket, any data entered in the previous form that is not shown in the new form will still be available until you submit the ticket.
 
You can check this article for more details Applying ticket forms to tickets.
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