What can bypass Required Fields?

Last updated: June 24, 2025

Philosophically we don't want required fields to block an automatic workflow. Required fields are more meant for humans going through a manual flow.

Cannot bypass required fields

  1. Manual human actions: Humans can be immediately prompted to set required fields or revert their actions.

  2. Macros: Humans can be immediately prompted to set required fields or revert their actions.

Can bypass required fields

  1. AI status logic: AI is a core part of Pylon’s platform to help expedite support agent’s processes. Ideally you let AI autofill the required field when appropriate. If users do not like that it can bypass, users can turn the AI setting off to prevent AI from changing statuses.

  2. AI agents: Similar to the AI status logic, required fields shouldn't block an automatic AI workflow. Ideally it's baked into the AI agent's steps to autofill any required fields before finishing.

  3. External apps: If we don’t allow to bypass, then everyone with required fields becomes blocked until app supports required fields and this could break their workflow. Users can choose to use or not use app, given how it accounts for required fields.

  4. Triggers

    1. Ex: Auto-close after X days of inactivity

    2. Ex: Set field to X when another field is Y

    3. This can prevent additional triggers from triggering and may have large repercussions on a user’s workflow, especially if this is a core automatic workflow.

      Addressing issues with missing requirements because a trigger was bypassed is easier than surfacing and addressing issues that had triggers fail.

  5. API

    1. Ex: Auto-close after X days of inactivity

    2. Ex: Create a “manual issue” after X kickoff

    3. Ex: Set field to X when another field is Y

    4. Requirements may block other API or user workflows and Support would need to rely on Engineering to notify Support and make API updates. Especially with an automated workflow like this, you wouldn't want to block the main action the API call was trying to make. Ideally the solution is to set the required field as part of the set of API calls.