In the system, it is possible to configure Attributes to be mandatory before a ticket is marked as Resolved. This ensures that essential information is filled out before closing the ticket, preventing incomplete records.
How to Make Custom Attributes Mandatory
Custom attributes that are not set as mandatory will remain optional, and can be filled out as needed, but will not prevent ticket closure.
To make an attribute mandatory, follow the steps below:
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Access the Custom Attributes page within Settings.
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Locate the desired attribute in the list.
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Enable the "Mandatory" option by toggling the corresponding switch.
After this configuration, the system will require the attribute to be filled out whenever a ticket is completed.
How to Make Native Attributes Mandatory
In addition to custom attributes, the system also allows making native platform attributes (such as priority, responsible person, team, and tags) mandatory when resolving a conversation.
To do this:
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Access the Native Attributes menu, also available in Settings.
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Find the native attribute you want to configure.
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Toggle the option "Mandatory".
Just like with custom attributes, the system will then require these fields to be filled out before the ticket can be marked as resolved.
