The issue

When creating tickets, elevio connects to Freshdesk as the agent that setup the connection originally between the two platforms, so tickets are submitted essentially on behalf of this user.

In Freshdesk, if you have set some custom fields to be required by your agents when creating a new ticket, we aren't able to bypass that rule when we're creating the ticket on your behalf when a user submits a ticket through elevio.

The solution

To get past this restriction, the only course of action is to change the field to not be required.

To do this, login to your Freshdesk account, and head to Admin > Ticket Fields

If you see a small lock icon beside any of the fields, click on that field to go into edit mode, and ensure that "Required when submitting the form" is not checked.