Custom Fields for Agents

[sasjamal]

Hi,

We want to add a custom field that is only available to the agents/operators who are replying to the tickets - like a drop down field or something -

It will be used as a Resolution:

Like how was this ticket resolved, etc. [refund, etc.]

is there a built in way to do this, or do we need to extend / modify the program to do this?

Sas

[Klemen]

There's no build-in way of doing so at the moment, but will probably be included in the future.

[sasjamal]

Also,

Can we have pre-defined responses either categorized, or filtered so depending on which custom fields the ticket submitter has filled out - the appropriate templates are the only ones shown?

Sas