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Conditional custom fields

Mike LaRosa
suggested this on November 10, 2008 08:32

It would be great to be able to configure ticket fields such that they appear/disappear based on the value of another ticket field. For example, if I set the field "Purpose" to "Media Request", I could display a set of fields relevant to media requests, whereas if "Purpose" were set to "Office Supplies", I could display a set of fields relevant to office supplies.

 

Comments

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Graham Robson
Coherence Design

This level of sophistication would be most useful - taking Zendesk to another level, since the level of customization, although welcome and well done, is still quite basic. Currently adding too many custom fields clutters the UI since that are implemented globally.

I'd envisage the user experience to be enabled by Ajax functionality to make it seamless.

This functionality really needs to be supported by what could possible be called 'templating' that provides a framework to specify custom fields and custom conditional fields per Group or Organization. Thus, we design/configure the customization for particular use cases. The uses cases are contained by constructs such as Groups, Organizations and further refined by ticket types.

See my previous posting on the related templating framework need: https://support.zendesk.com/forums/1848/entries/6517

The challenges are developing the templating framework, UI, and method of defining the business logic - however Zendesk have already got many of the enablers - business rules engine and the UI paradigms for defining the rules.

Conditional custom fields would further support the de-cluttering of context configured custom fields - allowing users and agents to concentrate on the meaningful stuff

Implementing may turn out to be simpler than the knock impacts to the rest of the product i.e. Views, Reports, Rules (macro, triggers),  including export and API.

Looking forward to this happening one day, all in a Zen like way of course.

January 15, 2009 03:12
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Jake Holman

I agree not only with this Feature Request, but also Graham's addition. This would be an extremely welcomed Feature for ZenDesk, purely a front-end ease of use for agents (and end-users if the fields are visible) that would ultimately make work flow a hell of a lot easier.

March 16, 2009 04:29
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Graham Robson
Coherence Design

Thanks Jake - these needs are still on my top five wanted list.

There is some pretty effective stuff being done elsewhere with the likes of JQuery in regards to conditional form fields.

Templating custom fields for different groups & organizations would also really help to expand the use of custom fields and de-clutter the interface.

March 16, 2009 15:40
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Raoni A. Del Pérsio

I second this feature!!

 

Really useful!

June 01, 2009 20:26
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Bob Sherer

My team would definitely use this!

And, we're still looking for ways to get our custom fields filled from the Email API.  Wrap all of these up into one nice feautre update and you'll have enlightened and happy agents on your hands.

June 08, 2009 09:18
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Martin G

+1000


Right now we're using ZenDesk only for our department, we would love to expand to manage other groups but without conditional fields this is impossible. And having two instances of ZenDesk with the same user base (without implementing SSO) would not be practical at all.. and even with SSO, it would still be cumbersome.

 

With conditional fields we could have a one-stop interface for all requests for all departments.

June 08, 2009 11:39
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Bayan Towfiq

+100000

This feature is critical for us.  We have different ticket types with dozens of custom fields that are only relevant to some types.  Our custom fields are a mess.  Please help us by implementing this feature!

June 09, 2009 16:21
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Graham Robson
Coherence Design

Any news about the postion of this capability enhancement on the roadmap?

June 27, 2009 06:34
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Shawn Collenburg
Project C Beta Testers

Have you seen what Twitter did with their javascript based custom field?

(Not having to use JS to do these would be much nicer, but just wanted to send along the FYI for those inclined to live on the bleeding edge)

June 29, 2009 06:00
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Amy Au-Yeung
Zendesk

Hey guys,

Thanks for the suggestions, and sorry about the delay.  As Shawn says, currently it is do-able by using Javascript, but of course, it'd be nice to have it built-in :)

Let me bring this up to the team and see if they'd consider this ... I'll let you all know if I hear anything.

Cheers

-amy

Zendesk Support

January 21, 2010 23:42
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goolie
+1000 I have used custom fields with RightNow, and it really, really rocks. Would love to see this for ZD, once you've used 'em you never really want to go back. it makes life so much easier for the customer and the agents.
February 11, 2010 16:50
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Jason Miller

As a small IT Services Company, we service many different clients which makes template or group-specific fields a necessity. Zendesk is a great product but until it can incorporate this function it just won't work for us. We're trying to move away from our current exorbitantly priced service and would love to add Zendesk to the short list of alternatives - is there any plan to add this much talked about feature to the product in the near future?

 

April 08, 2010 21:38
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Andrewc

1000+ from me too. (more people need to click on the 'me too' from the looks of things)

we would dearly like to see this implemented also

It would make for a much nicer not to mention practical user experience.

July 11, 2010 21:20
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Daniel Wood

+1 This would be a massive bonus for us!

July 26, 2010 08:33
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Pete P
qatarairways

Is there any update on this item. Conditional (or logically linked) ticket fields would be a great addition.

P!

September 18, 2010 00:57
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Jamie Pears
romaxtech

This would be really useful - any updates??

September 20, 2010 00:09
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Peter Treadaway

We could really use custom fields that are linked to specific organisations.

We have just replaced our old helpdesk with Zen and realised this is a requirement for at least one client.

October 05, 2010 08:40
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Jake Holman
Product Manager

So this is something that has extremely powerful uses not only for agents (so only the most relevant information is shown) but also end-users (so pre-qualifying questions can be easily asked). 

It's not on the roadmap at the moment, but it's certainly something we would like to investigate and come up with a good solution. The complexity here is more about how to present that in the custom fields interface, but that's just a matter of creative brain power.

October 05, 2010 09:34
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simon
maxnet

Salesforce can do this feature if you  want any ideas.

for us it would be great if  when an Agent pick  type: Question, Incident, Problem, Task  a  custom field  for more detailed type breakdonw could then be worked out, ie if type  =  Task then  display Mac provisioning, New Sales provisioing,  Scheduled request, Project.   if  type = Indicent then display break/fix,  mac  and so on.

An eta would  be helpful if only to  sat  when it may  be on  the roadmap.

October 11, 2010 17:12
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Allen Weiss

For my team, this would be the one feature that makes us use ZenDesk over anybody else...not sure why this hasn't been done awhile ago (leaves the door open for any competitor to move quickly into this market and take market share).

October 23, 2010 16:14
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Pete P
qatarairways

Hi,

I see that this feature request hasn't been tagges as "planned" so suppose it's not gonna happen anytime soon. This is such an important enhancement since ticket fields vary greatly by the main category a customer selects. E.g. by product line, service type, etc.

Not sure what's difficult on front-end presentation. The fields dynamically appear based on the selection of the first main category of request that the customer has to select.

P!

November 02, 2010 23:05
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Skip Moore
Zendesk

I have rewritten the conditional fields custom javascript in jQuery Check out 
http://www.pastie.org/1246477
for the updates 

November 03, 2010 06:41
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Nick Jackson
unilincoln

A thumb up for this, since we have one helpdesk which fronts various internal departments (ICT, estates, security etc) which all use a huge variety of fields. We'd love it if we could have group-specific fields without having to resort to out own JavaScript (but a huge thanks to Skip for his widget)

November 04, 2010 06:19
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Graham Robson
Coherence Design

Here at Coherence Design ( https://support.zendesk.com/entries/23429-coherence-design) we have developed a series of commercially available Conditional Field widgets, which we use in our solution consultancy deliverables - see attach datasheet. We are currently working on a configuration UI that we enables simple set-up and maintenance of these conditional field widgets.

If you'd like to get involved with the beta level of the configuration tool, please get in contact with me - graham.robson@coherencedesign.co.uk.

December 10, 2010 23:59
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Andrey Sarapulov
Versata

+1 really need this feature

January 12, 2011 06:22
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Renier Hahn

check, would love that to.. does anyone have more info on how to do this with the custom javascript Skip Moore talks about?

January 12, 2011 08:42
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Patricio Colombo
jofacilities

It'd be brilliant to have this feature. Also, the ability to fill a custom field based on another custom field.

IE: We have a list of companies in a custom field (we don't use organisations for this as we might be raising tickets for other companies in the group, that we can't pin on anybody from that organisation), based on that, I'd love to have a second custom field that allows us fill the location based on which company was selected before. RT does this well on custom fields depending on other custom fields.

this is very similar to what is being proposed above, so I thought I'd include it here. If not, let me know and I'll create a separate request

February 08, 2011 03:39
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Carsten Falborg
IKEA

Would love to have this feature... It would help alot in getting the right kind of info from the users...

February 18, 2011 05:50
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Jason Miller

Of all the updates I keep getting from ZenDesk about unneeded enhancements, I can't believe they still haven't implemented this feature.

February 18, 2011 06:47
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Bayan Towfiq

This STILL hasn't been put on the roadmap after two years?  This feature is important.

February 18, 2011 07:11
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Denis Salamanca

Any update?

February 23, 2011 15:13
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Daniel Bunt

Hello,

Would love an update on this feature. If implemented, we'd use it extensively.

 

 

March 04, 2011 07:58
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Вадим Лебедевич

>>Of all the updates I keep getting from ZenDesk about unneeded enhancements, I can't believe they still haven't implemented this feature.

+1

March 17, 2011 00:45
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Pete P
qatarairways

Following up with my 3rd reminder of why this still isn't even under the "planned" status.

P!

March 28, 2011 05:48
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Carsten Falborg
IKEA

Dear Zendesk...

Please make this a priority soon! This tool could be so useful. It would be a great templating tool to allow for a wider variety of uses, without showing too many fields on the screen...

March 28, 2011 06:10
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Patricio Colombo
jofacilities

This would be ideal, and soooo necessary, I agree, why is it not even being planned? How many people does it take for it to be considered?

March 28, 2011 06:13
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Andrewc

Yeah, I'm also wondering how many people it will take to see some action on this?

Without this it makes our default view for agents quite overwhelming and unnecessarily complex. Not good for training new people.

Thanks.

March 28, 2011 17:01
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Graham Robson
Coherence Design

Hi Folks - just a reminder that Coherence Design have just such a capability developed as a commercial offering - drop us a line at info@coherencedesign.co.uk.

Custom fields can be controlled by other custom fields and system fields (including Groups).

Coming soon - a configuration tool that will enable you to create and maintain complex set-up - elevates a customization to a configuration.

Graham

March 28, 2011 22:48
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TJ Baker

While it's very nice that there is a solution available to purchase to solve this problem, it would be most excellent if Zendesk incorporated this into the system....

Added my vote ....

April 19, 2011 22:34
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TJ Baker

So we wrote up some of our own simple JQuery to toggle fields based on selections, but with the default *required fields we'd like to have we need to do more JQuery to validate only the 'visible' fields .. anyone can shed some light on how to do that?

TIA

April 28, 2011 15:55
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Ferdinand Helmer

Hi,

 

my organization is thinking about introducing Zendesk. However, one feature is crucial for us: We need to have a customer select the affected "product" in a dropdown. This works like a charm with a custom field. However, we do not want all customers from all organizations to see all possible projects/products in this dropdown but only those that are relevant to this organization.

 

I take that this is exactly the feature request discussed here or am I wrong. If so, what is the current status on this?

 

Is there any other "best practice" way to do what we try to do?

 

All the best and thanks for your help,

 

Ferdinand Helmer

VSE GmbH

May 20, 2011 10:40
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Costa, David

bump.... best part of salesforce was being able to do cascading drop downs. This would be a deal closer if zendesk could set this up with ease...maybe as a ticket fields option.

May 25, 2011 10:36
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David Birchmier
Askmpa

">>Of all the updates I keep getting from ZenDesk about unneeded enhancements, I can't believe they still haven't implemented this feature."

 

Couldn't agree with you more. This could truly make Zendesk MORE MONEY....

 

Why on earth are they lagging behind and leaving room for the competition to implement it first?

May 27, 2011 20:31
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Graham Robson
Coherence Design

@ David's  - In defense of Zendesk and, not altogether altruistic on Coherence Design's part, conditional fields capabilities are available from us as a commercial add-on. Whilst we have helped over 50 companies with conditional fields (see attached brochure), it still possible remains an edge case. We all love Zendesk's lack of bloatware and even if they did provide conditional fields, it is our experience that continual variants are needed.

As such, a few hundred dollars spent on a well supported add-on, with further customization possible - should make good business sense, especially if you consider the cost of SFDC licenses compared to Zendesk.

Drop us a line at info@coherencedesign.co.uk if your interested in exploring more.

May 30, 2011 07:19
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Kris Weinhold
hhmi

Our company would be interested in using built-in Zendesk conditional fields, over a third party plugin. At the very least, Zendesk could wrap all of the HTML for an individual custom tag in a surrounding DIV or SPAN so that it's easier to show/hide an entire field (label, description, field) rather than having to hardcode titles and descriptions in a widget like in Skip Moore's code:

$j('h3:contains(Phase 1 completed By)').toggle();
$j('p:contains(please put something here)').toggle();
$j('input#ticket_fields_114704').parent().toggle();

Would more easily be:

$j('div#ticket_field_container_123456').toggle();

I agree with everyone else that this is a feature that should be core to the product, and would not constitute bloat as Graham suggests. 

June 08, 2011 06:43
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Carsten Falborg
IKEA

I agree with Kris!

June 08, 2011 07:34
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David Birchmier
Askmpa
Totally Agee guys!
June 08, 2011 08:18
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Jen Pearson
entercom

Agree on this request!

June 09, 2011 13:01
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Amit Bhayani

We too are waiting for this. This is must for our support portal!

June 17, 2011 09:20
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David Birchmier
Askmpa

Is there ANY chance the Zendesk support team is actually listening to us?

 

This feature has been HIGHLY requested, but it's not even PLANNED? 

 

Zendesk, TELL US WHY the most requested features go ignored?!

June 17, 2011 16:02
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Jake Holman
Product Manager

@David: I'd like to just point out that we've actually done a lot of the features that are most requested, you can just look at the first feature request page.

At the moment, as I'd mentioned previously, this isn't something that's on the roadmap right now. We're planning some interface changes around tickets very soon, so something like this will likely come after that.

Until then I believe Graham Robson, one of Zendesk's partners, has a solution as he'd mentioned previously in the thread.

June 20, 2011 09:27
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David Birchmier
Askmpa

Thanks for responding Jake. I appreciate the personal response!

 

 

I've contacted Graham :)

June 21, 2011 07:43
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TJ Baker

We've done a bit of work to set up conditional fields with a javascript widget that mostly works for our needs.  It's a pretty specific usage case, but if anyone wants the javascript to either use as is or adjust to your needs let me know and I'll attach a file with it.

How we've set it up...  We have fields that we present only when two particular product specific categories are selected, things like FTP information, links to the website, admin login info etc.  We also have very 'generic' fields that are presented when one of the other categories is selected.  The script hides all of the 'specific' fields unless one of the two categories is selected that we want to collect the information for.  Lastly, we've made the selection of product specific categories 'un-selectable' unless the user is logged in, so that people who are not current customers can still contact us, but cannot submit a ticket about a product for example.

You can see an example of the 'unelectable categories' here:  http://help.joomlashack.com/anonymous_requests/new

And the 'specific' fields being presented with category selection:  http://screencast.com/t/u5rcLFIe

Something we've not been able to work out, if anyone has any input, is how to make the hidden fields *mandatory when they are presented.  We cant set them up with Zendesk as mandatory as doing so will cause submit failure due to mandatory fields being empty when a category that does not present them is selected..... would love to find a way to validate them if possible. (if this didn't make sense, I can try to explain again)

August 04, 2011 15:47
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David Birchmier
Askmpa

Hey TJ!

 

Unfortunately, the only thing I can think to make the fields required to write the requirement into the Javascript. I don't see it being possible with Zendesk given the current way they are setup, but if I'm wrong, let me know!

 

I would love to see a copy of your code if you'd be so awesome to share it!

August 04, 2011 16:04
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TJ Baker

Thanks for the input David!

Gonna have to find a javascript programmer .. our developer is brilliant with PHP, and knows just enough javascript to get this set up for us, but not enough to put the validation in the javascript :)

I've attached a copy of the javascript that we use for setting this all up ... hope it's helpful!

Cheers

August 04, 2011 16:20
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Terje Moglestue

TJ,

I am not a javascript or PHP programmer.

What you could to do is make the fields required with a default value. The default value could just be "Please Select". When the field is hidden it would then be set to the default value.

Just a quick durty solution that might work?

August 05, 2011 02:01
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Carm Valera

TJ,

Thank you so much for providing the code. It's exactly what we need to do. I'll be modifying it today for our purposes. How should I credit the author?

August 05, 2011 06:20
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TJ Baker

@Terje - Brilliant!  Such a simple solution that never even came to mind :)  Thank you for the idea .. going to give it a go in a bit.

 

@Carm, glad it's of use to you!  No credit is necessary, but if you wish you can mention the guys at Joomlashack.com ;)

August 05, 2011 07:22
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TJ Baker

Well, the idea presented by Terje is so simple, but we can't do it because there's no way to define a 'default' value via Zendesk's field settings :(  

So, back to the drawing board on that one (after I go ask for the ability to define a default to be added to Zendesk :) )

August 05, 2011 07:36
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Carsten Falborg
IKEA

@TJ - The Idea by Terje should be fairly simple to accomplish with Javascript  ie.:

<script type="text/javascript">
<!--

function FillField() {
fo.el.value="Fill it in, dog!";
}

-->
</script>

fo = form name

el = field name

 

Try it out :-)

August 06, 2011 00:17
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TJ Baker

Thanks for the tip Carsten!

First try turned up negative .. however, It's Monday so I'm going to wait until at least Wed to try again so my brain has had time to return to work :P

August 08, 2011 15:55
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Patricio Colombo
jofacilities

It'd be great to understand why it is the clients that are coming up with different solutions rather than Zendesk finally attacking this clearly needed issue.

August 08, 2011 16:02
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David Birchmier
Askmpa

That's a great point, and a question that has been asked many times. We'd love to see Zendesk implement condition fields, but it sounds like it just ain't gonna happen right now :(

August 08, 2011 16:50
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TJ Baker

@Patricio and David .... in my short time using Zendesk and reading around the forums ALOT, I think the answer is that they don't want to complicate an otherwise pretty 'simple' system.. I've seen the words 'code bloat' floated around at times in regards to the choice to not add new 'features'.  I can't say I know that is the reason they don't address this particular issue, just sharing what I've read and gathered.

On that note, this is one function that seems like it would be a good fit for being 'built in', rather than having to add a bunch of javascript to make it work..... there's lots of reasons why javascript is not an ideal option to force such things...

August 09, 2011 09:05
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Graeme Carmichael
nhsggc
Just a suggestion and not as good as having a Zendesk solution. Wufoo.com provide petty web based forms with conditional fields. The is no direct zendesk integration, but when a form is complete you can use the mail api to send a plain text email to Zendesk to create a new ticket, create tags and populate standard fields. No java and available now.
August 09, 2011 13:54
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Patricio Colombo
jofacilities

I understand, and I think the 3rd party solutions are great, but they require a local server, additional configuration, that is not "simple" for the customer.

I also understand that Zendesk doesn't want to complicate the system, but I fail to understand why this feature request, being the 10th most popular request at this moment, is simply being ignored (not even a "planned", or even a "not planned"), just simply ignored by Zendesk. And features with much less support have been prioritised over this.

August 09, 2011 15:05
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Jake Holman
Product Manager

@Patricio: We're not ignoring this request, and I do understand your frustration. There's been various posts from Zendesk staff in this topic, including myself.

As I said previously, this isn't on the immediate roadmap (which is why it's not marked "planned" just yet), but it's something we intend to implement soon enough once we have the interface enhancements I previously mentioned in place (which is why I've not marked it "not planned", and I never will!) and that's just around the corner too - you should hear murmur of it in a month or so. 

Just for some further insight, we don't just base all of our feature development and future roadmap solely on the forums. While the forums do weigh in heavily (and indeed the more popular ones get talked about more internally) we also have to consider feedback we hear from tickets, meeting customers in person, innovation and even constraints like how much engineering resource we have to work on features (it's a finite resource) without completely overwhelming our customers with the amount of features and changes that occur. So, it's not all a popularity contest.

August 09, 2011 16:08
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Carsten Falborg
IKEA

@Jake luckily for my organization we really dont need the conditional fields right now. So i can wait :-) But i really hope to hear more soon, as this is something that we really would like to implement. I would make information gathering so much easier!

Looking forward to awesomeness coming to my screen real soon ;-)

August 11, 2011 02:52
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TJ Baker
Can anyone tell me why the following in a Global Javascript widget would not populate a field with a value? $j(document).ready(function(){ $j('#ticket_fields_20034031').val('Super Admin'); } I see a 'syntax error' begin reported in my console, but no idea why it's not working or where the syntax error would be coming from .... Any help greatly appreciated.
August 30, 2011 09:45
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Jake Holman
Product Manager

@TJ: The syntax is indeed bad, should be $j(document).ready(function(){ $j('#ticket_fields_20034031').val('Super Admin'); }); note the ); on the end.

August 30, 2011 10:11
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TJ Baker
AHA! There it is :) Thanks much Jake, I really appreciate the help with that!! BTW, where'd the formatting for our posts in the ZD forum go, and the WYSIWYG editor?
August 30, 2011 10:18
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Jake Holman
Product Manager

@TJ: I can see them just fine. If you're using an iPad, it can't handle WYSIWYG editors so we don't use it when navigating through an iPad. Otherwise, do submit a support request about this. 

August 30, 2011 11:10
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TJ Baker
I'll submit a ticket for the WYSIWYG editor not showing. Regarding the populate fields with javascript, it's working great to put content in the fields, however, it's not adding a 'value' in the HTML, thus not allowing the fields to be *required yet the form to validate when those fields are conditionally hidden. It would be very helpful if we could get this to work ....
August 30, 2011 11:43
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Michael Jack

This would be very useful. But in addition, need to be able to display certain fields to certain kinds of help desk. E.g. I want to have the most basic form for Sales requests but at least 6 fields for Support requests. Right now if I add a field and make it editable by the end-user, everyone sees the same thing. I guess I am saying, I need different kinds of end-users who can be assigned different fields.

October 03, 2011 22:10
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Pete P
qatarairways

Just checking on updates on everyone's most favourite feature request. Any news from Jake or the team on this? What's the status of the ticket interface changes that were mentioned that would need to be in place beforehand?

 

October 06, 2011 23:28
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Dale Isham

@Jake: Any word? This is the one killer feature stopping me from moving to Zendesk, the ability to build a set of required fields based on each request type is a necessity for me.

October 11, 2011 10:19
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David Birchmier
Askmpa

It is a killer.

 

Any word on when this will be complete?

October 11, 2011 11:07
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Martin Aronsson

Needed!

November 03, 2011 02:43
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Avrohom Eliezer Friedman

+1

November 20, 2011 06:48
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Costa, David

+10

November 21, 2011 06:50
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David Birchmier
Askmpa

+1,000!

November 21, 2011 08:03
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David Birchmier
Askmpa

Quoting an earlier poster that's still awaiting a response:

"@Jake: Any word? This is the one killer feature stopping me from moving to Zendesk, the ability to build a set of required fields based on each request type is a necessity for me."

November 21, 2011 08:03
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Graham Robson
Coherence Design

Hi Folks,

I know that many folks on this thread are rightly awaiting and wanting a native Zendesk solution for conditional fields from Zendesk, but I just wanted to highlight, as I've already done before, that Coherence Design already have a commercially available solution.

So if any of you who need a solution today and more importantly want lot's of flexibility in what can be implemented, as we are continually enhancing to meet custom needs, then please contact us at info@coherencedesign.co.uk.

Thanks,  Graham

November 21, 2011 08:11
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Jake Holman
Product Manager

This is not on our roadmap for 2011. We do plan on doing this in early 2012 though, and think we can see real value in pretty much all of the different use cases people have proposed for conditional fields (fields appearing/disappearing on condition of other, fields only available to certain groups, "ticket templates", etc) but we need to find a good middle ground so we don't end up with a monster.

I'll likely be in contact with a few of you over the coming couple of months. 

November 21, 2011 09:43
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TJ Baker

Jake - your update is a very welcomed one!  Very excited to learn you guys are putting some serious effort into this much needed feature!

November 21, 2011 09:53
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David Birchmier
Askmpa

We look forward to its release in the first quarter of 2012!

November 21, 2011 10:00
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Pete P
qatarairways

Just posting a follow-up to see how things are progressing on everyone's favourite feature request... ;)

 

December 08, 2011 08:02
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Scott Chester
trango

The biggest need we have for them is so that we don't create a monster of custom fields at the top of every ticket when they are only needed on 25% of the tickets, all of the tickets assigned to one group for example.

We also have fields that may apply differently to different products, or we want a field to be required in one group, but not required in another. (Not having the field show would be acceptable.)

December 08, 2011 11:56
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Mayra Vega

+1000

yes! this is a must! It'd be great if zendesk could do this as well. would save us a lot of time! 

December 08, 2011 16:23
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Louisa Hartnett

I've reviewed all the commentary from when this feature was first proposed on this forum in Nov 10 2008 to the latest comment here on Dec 08 2011!

I have to say that this feature really seems to be a long time coming, and I'm very surprised ithasn't already been implemented. Given all the excellent functionality that is presently available in the Zendesk solution, it would seem to be a no brainer to be able to present ticket fields according to group view. This would offer great value add to the Zendesk experience.

I can only reiterate what seems to have been stated here MANY times, that this is key feature request. Please put this on the 2012 roadmap for as early as possible!

December 14, 2011 08:34
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Rhys Bartels-Waller

+1, looking forward to it!

December 15, 2011 04:51
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Jake Holman
Product Manager

Wed do indeed plan on introducing this in the future, and 2012 seems to be the most likely point we'll introduce our first pass at this. 

December 19, 2011 13:52
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Pierre Grenier
Product Manager

As Jake mentioned above, we are planning for conditional fields. As a result, we are looking for passionate customers who want to help us gather the right requirements for the development of the feature.

We need your help because to do it the Zendesk way, we need to know what you care most about (and what you believe is a nice to have). Participating insures that you and your company have a voice in this important feature. Your required involvement is minimal. We are planning to have 1-2 surveys and set up a private forum where we can all exchange ideas and information.

If you are interested, please register here.

January 13, 2012 14:26
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Rick Preston
meteorcomm

My company looks forward to this feature coming available soon. I am new to Zendesk tool but in my brief history it is apparent that this would be a valuable feature for us.

January 17, 2012 10:15
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David Birchmier
Askmpa

When will this feature be released? End of Jan 2012 I hope! 

 

Given this thread was started in 2008, I'm pretty sure 4 years is reasonable :)

January 18, 2012 20:15
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Daniel Clibborn
Eastmon Online

I will register shortly but we are in the process of moving from Sales Force to Zendesk and we used what Sales Force refer to as Dependant Picklists heavily.

Basically it comes down to reporting for us, I look after the ticketing for a photographic company and we use tickets to report back to production on problems and this can get down to quite a detailed level. As I said I will register shortly but I think we have a strong use case for this feature.

(sorry to anyone that has mentioned this prior, there is alot of comments and I did not read them all)

January 19, 2012 16:36
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Sébastien Saunier

I just subscribed to the @Pierre provided. Any news on that part ?

February 02, 2012 23:42
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Jordan Waeles

This, sir, is one of the things I miss most!

February 07, 2012 01:52
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Abdullah Mohammed

The absence of this feature was almost a show-stopper for us. 

 

We know how difficult it is to balance feature requests with not breaking your overall product, but this one's really important.. a lot of competing offerings have them (conditional fields).

 

looking out for the good stuff, hopefully in the coming weeks.

February 14, 2012 13:36
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Daniel Clibborn
Eastmon Online

So how are we going with this? I am in the process of implementing all of our reporting fields from Sales Force and it's becoming a little bit of a nightmare.

February 26, 2012 15:18