RGM Field Guard

RGM Field Guard stops agents from saving a ticket while information your team needs is still missing.

Create rules in a visual editor, no code or JSON required:

• When to apply: status being saved (e.g. Solved, Pending), priority, type, group, form, brand or the value of a drop-down field.

• What to require: any custom field, plus type, priority, group, assignee, subject, a comment or a public reply (with optional minimum length).

• How to react: block the update or just warn the agent.

Agents see exactly which field is missing and why, both in the error shown on save and in a live checklist in the ticket sidebar.

Start in minutes with ready-made templates by kind of service: solved incidents with root cause, pending tickets with a reply to the customer, urgent tickets with an owner, tier-2 escalations, software defects, billing requests and more.

The interface is available in Portuguese (Brazil) and English. Rules are stored in the app settings; all processing happens in the agent's browser and no data leaves your Zendesk.