In Building out our Service Desk I often found my shelf wishing that I had the option to have conditional fields. This would populate additional fields based on your selection of Category and Sub-Category it would present additional fields to be filled out by the end user to gather additional information for the Agent to address and resolve the issue in a more expedited processing of the ticket or request.
|What problem will this feature solve?:|
Provide the Agent additional information so they don't have to follow up with the end user to gather additional information before they can start working the request.