How do I add required field to be answered by agent?

Question

Hi, how do I add fields for agent? For instance a specific request type is submitted by a customer, fields 1 to 5 are required for the customer. Once submitted agent receives request and fields 6 to 10 will then appear and required to be answered by agent. Once answered by agent, that's when fields 6 to 10 will be visible to customers.

Z Rose De Chavez · Answer

Hi, thank you for this. I tried this but the outcome that I wanted was for the fields answered by the agent to be visible as well for the customers. Can you help me with that?

Fabian Lim · Answer

Hi @Z Rose De Chavez

You will have to make this validation when you are transitioning the ticket. In your case it could be when you transition from open to reviewed status.

Check out this video, where it shows you how to add a transition screen with a validator inthe workflow. https://youtu.be/RIKYX-z4meM

Regards