When users of our bot raise a ticket it includes custom fields which are filled with their variables. All of these fields are “Read only” and not “Required to create ticket”.
However, if an agent wants to open a ticket on the basis of a conversation in “Bot messages”, the platform requires the agent to manually write some values in these fields before he can open the ticket. In our case this is meaningless and creates additional work for our team.
Is there a way we can make sure these fields don’t require inputs when ticket is started by agent from bot message?