Question

Can I make tags a requirement for agents to solve a ticket?

Answer

Yes, you can use a drop-down or multi-select custom ticket field to require your agents to select a tag to solve a ticket. Make sure to select Required to solve a ticket in the setup panel of the ticket field.

For more information, see the article: Adding custom fields to your tickets and support request form.

Alternatively, use the Ticket Field Manager app to require agents to select an option from the drop-down or multi-select custom ticket fields. The Ticket Field Manager will require this field to submit any ticket updates.

For further details, check the article: Installing and using the Ticket Field Manager app.