@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: 

​@Kathryn Carter I just attended today’s webinar and they mentioned this is now a feature.  However, they didn’t go into details so I don’t know how to enable it. Could you refer me to documentation on how do this? Thank you!

​@Daniel P Thanks for your question, I do not believe we can make subtasks required but we do have Required Ticket Actions. This would require your agents to perform a specific action, which is very similar to the request above. Here is the KB Guide to check out: 

​@Kathryn Carter Thanks for the info. My request wasn’t about subtasks though. I was referring to tickets that get created from emails. If they don’t fall under any rules, they end up uncategorized. I was hoping to have a way to force technicians to add a category before they can close it. Is this achievable?

​@Daniel P You could create a required ticket action to update the category and add it to those tickets. The issue is, you would not be able to filter based on the email to ticket functionality since we cannot filter actions this way. 

You could create a custom ticket issue category as “from email” and then narrow the issues from there. Is that something you would be interested in doing? 

Hi ​@Kathryn Carter,

I’m not 100% clear on this idea, but i’m definitely interested! Care to elaborate? Thank you!

​@Daniel P So my thought is to create Custom Issue Category “From Email” from there, you can add the issue types (keep in mind that you can filter to add Required Ticket Actions for Issue Types so it would need to be specific for email). The action you want to require would be to update the issue. 

The biggest draw back with this is going to be the ability to filter the email since you have to have the issue type to add the required ticket action. Let me know if that makes sense. Here are 2 guides to help get you started as well! 

I see now, thank you for the clarification. So if I create a “From Email” Custom Issue Category, and I were to apply rule so that every email that comes in gets placed under “From Email”, how will this affect actual “From Email” rules that are already in play, mostly based on keywords? i.e: If Powerschool keyword is present, categorize as “Powerschool”, etc.

​@Daniel P I don’t think it is retroactive so it would have to be a solution moving forward. 

​@Kathryn Carter: to better clarify my question, let say an email comes in today, and it has the “Powerschool” keyword. Given I already have a categorizing rule for such emails, which one would take precedence in this scenario, the “Powerschool” rule or the “From Email” rule?

​@Daniel P It would depend on which rule is first on the list. Remember that rules work top down. Additionally the “proceed to next rule” versus “do not process any more rules” will determine if you have multiple rules set up to continue to run or not.