Is it possible to make it mandatory for agents to categorize tickets?

  • 6 November 2023
  • 1 reply

Userlevel 3
Badge +2


We are still allowing users to send tech support request emails into IIQ. When a new email comes in, for the most part (we do have a few automations based on keywords) it is up to the agent to place the tickets in the right category. However, they often forget and the ticket gets closed out with being filed in the right category. Is it possible to enforce categories before a ticket can be closed? Thank you!

1 reply

Userlevel 7
Badge +10

@Daniel P Thank you for submitting your question to our community! 😄 

There is an enhancement on our roadmap about requiring ticket actions from agents. I believe this would be what you are looking for. I do not have a timeline on this but note it will be coming your way soon. 

Another way would be to require subtasks, which there is an idea to upvote here: