We use required attributes in our setup, but some agents like to hide panels to make it easier on the eyes. The problem is that when they are trying to close tickets they forget they need to fill in attributes if its missing before closing the conversation out. Right now if you have the details panel hidden and try to close the ticket nothing happens. No message, no popup, panel doesn’t open, ticket doesn’t close.
My suggestion is to have the panel pop open if its hidden when the agent tries to close the conversation and it requires more information.