Feature Request: Ability to Require Agent-Only Fields in Intercom Tickets

Summary
We propose adding the functionality to mark agent-only fields in Intercom tickets as "required" before a ticket can be closed. This enhancement would ensure consistent and accurate reporting and prevent incomplete data entries.

Problem Statement

Intercom’s ticketing system allows for custom fields that are visible only to agents, which is excellent for internal tracking and reporting. However, the inability to make these agent-only fields mandatory often results in incomplete data.

For example:

• A field such as Resolution Type is critical for understanding the outcomes of cases.
• Agents sometimes forget to select the appropriate option from the dropdown, leading to gaps in reporting.
• This oversight impacts the accuracy of metrics and reduces the value of data-driven insights.

Proposed Solution

Introduce the ability to mark agent-only fields as "required" to ensure they are filled out before a ticket can be closed.

Feature Details:

1. Agent-Only Field Validation

   • Allow administrators to configure agent-only fields as "required" in the ticket settings.
   • Display a warning or notification to agents when attempting to close a ticket without completing these fields.

2. Customizable Requirements

   • Provide flexibility to specify when the field must be filled (e.g., upon ticket closure, status change, or assignment).

3. Visual Indicators

   • Highlight required fields that are missing in the ticket UI for easy identification.

4. Integration with Workflows

   • Ensure compatibility with existing workflows, such as automation or routing rules, without introducing errors or disruptions.

Use Case Example

An agent resolves a ticket for a customer experiencing a "problem sending." Before closing the ticket, the system prompts the agent to fill out the Resolution Type field, ensuring data is captured for reporting. This eliminates the risk of the field being left blank, allowing the team to generate accurate metrics showing the outcomes of 500 "problem sending" tickets (e.g., resolved by re-sending, refunded, or escalated).

Expected Benefits

1. Improved Data Accuracy:

   • Ensures critical fields like Resolution Type are always completed.
   • Enhances the reliability of metrics and reporting.

2. Operational Efficiency:

   • Reduces the need for manual audits or follow-ups to complete missing fields.
   • Helps managers better analyze and address recurring issues.

3. Enhanced Accountability:

   • Encourages agents to consistently follow internal processes.

Technical Considerations

Implementation would involve:

• Modifying ticket field settings to include a "required for agents" toggle.
• Adding validation logic to check field completion before ticket closure.
• Updating UI/UX to visually indicate required fields and prompt agents when necessary.

Priority and Timeline

This feature is critical for teams relying on Intercom for detailed reporting and operational metrics. We recommend including it in the next product update to address immediate user needs.