Challenge
• When Moveworks sends a ticket nudge (“Is this still an issue?”), users often reply yes with no context.
• Analysts then lack actionable detail and must ask further questions, creating unnecessary back‑and‑forth.
• The platform currently does not support enforcing or encouraging a structured explanation when a user indicates the issue persists.
Proposed Enhancement
Add an optional “Reason Required” mode to the ticket‑nudge workflow.
When a user selects “Yes, it’s still an issue”, Moveworks prompts the user with a structured follow‑up question such as:
• “What’s not working? Please be specific.”
• “What changed or what are you seeing now?”
• “Add any new symptoms, screenshots, or error messages.”
This could be implemented via:
• A configurable follow‑up template in Moveworks.
• A conditional “required field” before the bot updates the ticket state.
• A lightweight form or message collector to capture context.
Value
• Reduces the ping‑pong between bot → user → analyst.
• Improves ticket quality and accelerates resolution.
• Ensures Moveworks captures meaningful data at the point of user friction.
• Increases analyst trust in bot‑driven follow‑ups.
Note: I’ve discussed this with the Moveworks Support team, they advised this functionality is not possible yet and to raise a feature request hence this request.