When a customer has configured mandatory fields in their Helpdesk account, and if those fields are not provided with values in the webhook payload while creating a ticket, the system returns a 400 Bad Request error. In such cases, there are several options for the customer to resolve the issue:
- Remove the field mapping from the payload
- Pass a value to the mandatory field
- Skip the mandatory field check
If the customer wants to bypass the mandatory field checks altogether, you can confirm the Freshdesk URL with them and ping the account detail in the regional Slack channel. Agents with admin access would be able to enable the feature that bypasses the mandatory field checks.
By enabling this feature, the system will create a ticket even if the mandatory fields are not provided in the webhook payload, effectively bypassing the error response that would have occurred otherwise.
The Skip Mandatory Check feature will work only for "Create a Ticket" API call