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PlannedDoneNot planned

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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Daniel Clibborn
Eastmon Online

If anyone is doing reporting on a tag basis, where selectable field just adds a tag then I have come up with a kind of customisable way. It's most likely been thought of already but I am using Macros to make conditional fields (referred to as dependant picklists in Sales Force)

Basically if you wanted options to only appear based on the previous selection you can do it but it takes some time especially if you have a large list like myself.

Issue 1::Issue 2:: Issue 3 and then get that Macro to add tags of your choice, in this example Issue 3 would be three options deep.


If anyone want me to expand on it I will but hopefully that makes sense.

February 26, 2012 16:48
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Aric Asti
digitallumens

Coding for this isn't too bad, here is a simple example on how to have conditional custom fields based off of a value in another field:

 

$j(document).ready(function() {
//check to see if you are on the end users request page for all tickets, anon, logged in and AGENTS
if (location.pathname.indexOf('requests/new') >= 0 | location.pathname.indexOf('tickets') >= 0) {
//toggle the field ,description and title invisible on the Conditional field(s)

 

var condFldH = $j('h3:contains("Sample Label of Field")').toggle(1);
var condFldParag = $j('p:contains("Sample Label of Field")').toggle(1);
var condFldParent = $j('#ticket_fields_YOUNUMBERIDHERE').parent().toggle(1);;

//monitor the dropdown field that sets the Condition

$j('select#ticket_fields_FIELDIDTHATYOUWANTTOCHECKVALUE').change(function(endUserselect){
//grab the value of the dropdown
var userSelection = $j('select#ticket_fields_FIELDIDTHATYOUWANTTOCHECKVALUE option:selected').text();

//Test for the Condition field is set to 'SELECT-FIELD TEXT HERE' and if TRUE toggle the field,description and title to be visible
if(userSelection === "samplevaluehere"){

condFldH.toggle();
condFldParag.toggle();
condFldParent.toggle();

};

else {

condFldH.hide();
condFldParag.hide();
condFldParent.hide();

};

 

 

That's about it.  Feel free to email me with questions, I'd be happy to help anyone implement in their helpdesk.

 

 

*Some of this code is built from samples, credit to the source

March 08, 2012 08:31
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Aric Asti
digitallumens

I can be reached at aasti@digitallumens.com

March 08, 2012 08:33
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Arnaud de Theux
Zendesk

Thanks Aric! I'll try that and if I need help... I'll contact you ;)

March 08, 2012 08:55
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Skip Moore
Zendesk

@Arnaud I have done a write up on conditional fields here https://support.zendesk.com/entries/21044816-creating-conditional-d...

March 08, 2012 09:31
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Arnaud de Theux
Zendesk

Thanks Skip!

March 09, 2012 02:36
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Raoul Zaal
Elmar

+1

March 28, 2012 08:45
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Mike Adams
mikeadams

Any update on an official release of this feature?

April 05, 2012 14:24
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Justin Graves
ensign

This would be amazing.  Our users submit requests to set up accounts for different programs and need to provide specific info for each.  We would love to only require the info necessary for their specific request instead of cluttering up the request form with 20 unnecessary fields.  And as long as I'm asking for the moon, why not the sun?  I'd really like all of this to work on mobile devices. Thanks.

April 09, 2012 11:11
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Fred Mar

Yes. This functionality is definitely required. The Javascript option is a kludge; if I have to investigate the Javascript option further then I will because I believe that the short term pain should be balanced by longterm benefits. I am investigating the Javascript option because we need to address concerns regarding consistent support reporting. Having this feature as built in functionality would definitely assist us with workflow. Thank you. 

April 15, 2012 19:09
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ujjal kandel

Hi Everyone,

I have managed to  set up conditional fields using JavaScript, but I also want this to be reflected on feedback tab which is not working as i thought. The field value are different for this tab.And confused about where to include code for this to support on feedback tab.

Thank you in advance for any help or suggestion provided.

Ujjal

April 17, 2012 17:05
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Joe Harris

+1 on this. Would make ZenDesk fantastic!

April 20, 2012 13:37
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Beren

Would definitely love this feature!

April 22, 2012 10:26
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Alexandre Boutin
Infinite Game Publishing

If it can be of any help, I found a work around based on the Macro organization.

 

I created a Dropdown field and used :: to create up to 3 sub-levels.

 

I.e.

Title  -  Tag

Billing::General  -  b_general

Billing::Payment method::Credit Card  -  b_pmt_credit

 

In the end, they are not "conditional" but it becomes hierarchical drop down à la generic windows menu that basically serves the same purpose.

 

Hope it can help someone!

 

May 03, 2012 12:41
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Luiseach Flynn
staketracker

Any update on an official release of this feature?

June 06, 2012 15:33
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Peter Mark

I'll buy it, just name your price...

June 21, 2012 07:00
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Aric Asti
digitallumens

Peter -

 

Many of us have implemented our own solution, I'd be happy to help you implement yours.  What is your email address?   I can send you a template that will get you started.

June 21, 2012 07:02
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Dale

Brand new to Zendesk and I cannot echo loud enough how helpful a feature like this would be for us.  I see this has been opened since 2008 - any chance this is ever going implemented?

June 26, 2012 14:54
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Michael L. Parmley
DTA

This widget was created by me as a global javascript widget.  It shows or hides fields based upon the group selected.  It is very similar to the examples above, but actually uses the jquery show hide functions.  The benefit is that if you are reviewing a ticket, it will check the value of the group and show or hide as appropriate.

$j(document).ready(function() {
                var userSelection = $j('select#ticket_group_id option:selected').val();
                //do the compare and toggle the field ,description and title visible
                if(userSelection === '20191032') {
                    $j('label:contains(Portability Checked)').show();
                    $j('input#ticket_fields_20938913').parent().show();
                    $j('label:contains(Billing Approved)').show();
                    $j('input#ticket_fields_20939003').parent().show();
                    $j('label:contains(Endpoint Created)').show();
                    $j('input#ticket_fields_20940283').parent().show();
                    $j('label:contains(Ordering Complete)').show();
                    $j('input#ticket_fields_20961087').parent().show();
                    $j('label:contains(System Configured)').show();
                    $j('input#ticket_fields_20945541').parent().show();
                    $j('label:contains(Porting Complete)').show();
                    $j('input#ticket_fields_20952332').parent().show();
                    $j('label:contains(Billing Completed)').show();
                    $j('input#ticket_fields_20964751').parent().show();
                } else {
                    $j('label:contains(Portability Checked)').hide();
                    $j('input#ticket_fields_20938913').parent().hide();
                    $j('label:contains(Billing Approved)').hide();
                    $j('input#ticket_fields_20939003').parent().hide();
                    $j('label:contains(Endpoint Created)').hide();
                    $j('input#ticket_fields_20940283').parent().hide();
                    $j('label:contains(Ordering Complete)').hide();
                    $j('input#ticket_fields_20961087').parent().hide();
                    $j('label:contains(System Configured)').hide();
                    $j('input#ticket_fields_20945541').parent().hide();
                    $j('label:contains(Porting Complete)').hide();
                    $j('input#ticket_fields_20952332').parent().hide();
                    $j('label:contains(Billing Completed)').hide();
                    $j('input#ticket_fields_20964751').parent().hide();
                }
                //monitor the dropdown field
                $j('select#ticket_group_id').change(function(endUserselect) {
                    //grab the value of the dropdown
                    var userSelection = $j('select#ticket_group_id option:selected').val();
                    //do the compare and toggle the field ,description and title visible
                    if(userSelection === '20191032') {
                        $j('label:contains(Portability Checked)').show();
                        $j('input#ticket_fields_20938913').parent().show();
                        $j('label:contains(Billing Approved)').show();
                        $j('input#ticket_fields_20939003').parent().show();
                        $j('label:contains(Endpoint Created)').show();
                        $j('input#ticket_fields_20940283').parent().show();
                        $j('label:contains(Ordering Complete)').show();
                        $j('input#ticket_fields_20961087').parent().show();
                        $j('label:contains(System Configured)').show();
                        $j('input#ticket_fields_20945541').parent().show();
                        $j('label:contains(Porting Complete)').show();
                        $j('input#ticket_fields_20952332').parent().show();
                        $j('label:contains(Billing Completed)').show();
                        $j('input#ticket_fields_20964751').parent().show();
                    } else {
                        $j('label:contains(Portability Checked)').hide();
                        $j('input#ticket_fields_20938913').parent().hide();
                        $j('label:contains(Billing Approved)').hide();
                        $j('input#ticket_fields_20939003').parent().hide();
                        $j('label:contains(Endpoint Created)').hide();
                        $j('input#ticket_fields_20940283').parent().hide();
                        $j('label:contains(Ordering Complete)').hide();
                        $j('input#ticket_fields_20961087').parent().hide();
                        $j('label:contains(System Configured)').hide();
                        $j('input#ticket_fields_20945541').parent().hide();
                        $j('label:contains(Porting Complete)').hide();
                        $j('input#ticket_fields_20952332').parent().hide();
                        $j('label:contains(Billing Completed)').hide();
                        $j('input#ticket_fields_20964751').parent().hide();
                    }
                });
            });
        </script>

June 26, 2012 15:02
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Skip Moore
Zendesk

@Peter @Dale, check out creating-conditional-drop-down-lists-using-javascript-widgets it talks about a couple of other ways to create conditional fields 

June 26, 2012 15:37
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Jordan Waeles

Like everyone here, we've implemented our own custom fields javascript.

However, it has its shortcomings: the risk that new releases of zendesk break the code, the overhead of editing and adding fields / values, the lack of features to sort and query on these fields.

If dozens of persons/companies had to implement their own fix for this, maybe it's about time Zendesk takes this feature request into account and starts implementing something nice.

We are considering moving away to the competition. Zendesk is a good tool, but we lack many features (conditional custom fields, adding ticket states, adding ticket types, having due dates for everything (not only tasks)... ), and it has many shortcomings (with just 1 person working helpdesk tickets are never new and are automatically assigned, very hard to keep track of what's in progress and what hasn't been looked at yet).

June 27, 2012 00:40
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Eli Blankers
accelitec

Any progress on ZenDesk's version of this?  Javascript is great and all, but having conditional fields (not just drop-down list selections, mind you) would revolutionize my goals with ZenDesk!

Thanks

July 10, 2012 15:56
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Lisa Dimitrowa
mediacompetence

Any news on that? Earlier it has been said this is on the road map for early 2012... this feature would be so much appreciated!

July 20, 2012 01:52
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Eli Blankers
accelitec

Early 2012 HAS kinda passed...  It's now mid-late 2012.  Can we get a 6-months-later update?

July 27, 2012 13:18
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Erin Boyle
Product Manager

Hi guys - apologies for the delay in response.  We are planning a subset of this feature that we're currently calling "ticket templates" that would allow you to designate different forms with different fields in them.  This is obviously not a full conditional fields implementation, but we think it will meet a lot of the needs.

Work has not yet started on this feature, but we are still hoping to get this in during 2012.  In any case, it is definitely on our roadmap.

Thanks,
Erin

July 27, 2012 16:14
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Justin Graves
ensign

Woohoo!  I'll take 2, please :)

July 27, 2012 16:15
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Eli Blankers
accelitec

Erin, Thank you for updating us on this request.  I like the idea of "ticket templates", but want to clarify on a few points that would make this a helpful workaround for conditional fields for the time being.  Do WE get to preset the templates?  I feel this is a given, but with the 'ticket type' and 'status'  and 'priority' fields being out of our control, I think it is a necessary question.  Second, would there be a limit of templates, if so how many?  And my third and most important question is this:  When does the classification of WHICH template they are using occur?  Do we select customers and say that specific ones use specific templates, or depending on their first ticket-field decision, does it affect which template they are brought to? 

I really like the "ticket template" idea, but if these three concepts aren't implemented in the best way, it could actually make things more confusing for my users than I already have.  I'm looking forward to this development, and hope that is comes quickly and efficiently.

July 30, 2012 10:08
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Erin Boyle
Product Manager

Hi Eli,

Great questions!  Here are some answers:

  • You get to create and manage the templates.  We'll give you a few to start out with, but you can remove them, modify them, or add additional templates as you see fit.
  • As of today there are no plans to limit the number of templates you can have.  That being said, I would recommend keeping the number of templates down as more than 10 could get confusing and unwieldy to manage.
  • There are several ways to manage the selection of templates in a ticket:
    1. On each template, you'll be able to designate whether it should be end-user facing and give it a "friendly" end-user title.  If you have end-user facing templates, the end-user would be able to select which template most applies to their situation from the web portal ticket form and then fill out the end-user visible fields on the selected template. 
    2. Regardless of whether you have end-user facing templates, an agent will always be able to select or change the ticket template on the ticket at any time before it is closed via a system drop-down field.  They will be able to choose from all active templates.
    3. As with all other system fields, you will be able to set the ticket template field via triggers, automations, and macros.

As with any feature, the above notes are subject to change.  However, I wanted to give you a sense for the intended implementation at this time. I hope this helps!

Thanks,
Erin
July 31, 2012 10:57
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Eli Blankers
accelitec

Thanks Erin!

Those answers are exactly what I was looking for!  A great workaround for conditional fields =)

While conditional fields is still my top request, this will definitely be more than satisfactory for the time being.

July 31, 2012 11:00
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Sean O'Hara
shoutlet

yeah we would definitely use this as well!

July 31, 2012 11:45
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Christoph C. Cemper
Jake early 2012 is a bit ago, when will we see the conditional fields? look at gravityforms how it should be done
August 25, 2012 00:58
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Mauro de Mello Netto
telvent

Hoping to have this feature running ASAP.... 

Thanks

September 13, 2012 14:41
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Paul Leverett
i2owater

Hi, like everyone else I'm waiting waiting waiting for Conditional Fields. Slightly encouraged by @Erin's mention in July 2012 of Ticket Templates, which seems to go some way towards addressing the problem - any update on release day for this? I've seen mention of the the Coherence Design solution (and kudos to them for their initiative), but don't want to go down a 3rd-part route if core ZD enhancements are coming soon. 

=================================

It's been a long time coming
But I know a change is gonna come, oh yes it will

(with apologies to Sam Cooke)

October 19, 2012 01:12
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Erin Boyle
Product Manager

Hi all,

We're finishing up the design of what we're calling "Ticket Templates" right now, and hope to start development within the next several weeks.  I don't have a release date for you at this time, but we are moving forward.

Thanks,
Erin 

October 19, 2012 09:44
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Dale Isham

Under design 3 months ago, and still hoping to start development "in the next several weeks". I guess we can write off your initial estimate of "2012" from above, huh?

Don't mean to be rude here, but this feature has been LONG requested by customers, and the slowness to react here is very concerning. It may be time for me to start looking at other solutions, more importantly, other companies.

October 19, 2012 09:55
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Mauro de Mello Netto
telvent

Hi @Erin,

any news about the feature "Ticket Templates"?

Does the development have already started? Any roadmap?

 

Thanks,

Mauro

December 03, 2012 09:50
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Pete P
qatarairways

My regular 6 month follow-up if this is ever going to happen. I am not talking about ticket templates or anything like it but the custom field feature as originally requested.

P!

December 03, 2012 20:12
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Paul Leverett
i2owater

Like @Mauro and @ Pete I am eagerly awaiting an announcement re Conditional Fields or Ticket Templates, or anything that will help us with this sort of functionality. I have delayed implementing custom code/workarounds after @Erin's positive comment <<hope to start development within the next several weeks.>> in October, but with no further updates and still wondering whether I should go down that route...

Erin, could you please give us an update, with a realistic planned release date? Year and Quarter would be at least an indication, but month would be better. I'm sure it will prove to be enormously popular when finally released.

December 04, 2012 00:37
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Mauro de Mello Netto
telvent

@Paul,

just like you I also delayed codes/workarounds waiting this new feature.

December 04, 2012 05:19
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Kelly Takeda

@Erin,

As with the last few users who posted - I'm also looking for an update on this feature. Please let us know if there's even a beta product we can help test!

December 04, 2012 06:17
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Erin Boyle
Product Manager

Hi all,

We are not implementing full conditional fields and have no plans to at this time.  However, we have started development on a new feature called Ticket Forms - this will give you the ability to separate fields on individual forms, rather than showing all fields on a ticket.  I do not have a release date for you, but I will be positing to this forum as soon as we're reading with a beta.

Best,
Erin

December 04, 2012 08:25
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Scott C
mds

@Erin,

Thanks for the update!  To echo many of the comments here, I am anxiously awaiting an implementation of this. Reading the tea leaves so to speak on this and your October update, it seems like Q1 of 2013 be the earliest target release date.  Is that a good guess?  If so then my organization can hold off for another 3 months, but if it is going to be another 6 months, which would be terribly disappointing, then we too will have to look at implementing our one of the custom code workarounds which is very very undesirable, at least for us.  I think based on what you described in your July post Ticket Templates/Forms opens up Zendesk for expanding in to other parts of our operation so I am cautiously very excited about it.

December 05, 2012 19:48
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Paul Leverett
i2owater

@Erin, Thanks for update... it is good to hear that you are at least working on it.

However, along with @scottc, @Mauro, @Pete P and others, we really do need some sort of idea of timescales - I would rather know about worst case scenario rather than best case! If it is forging ahead now and worst case release end Q1 2013 I'll probably hold off doing anything else. But if it's worst case release end Q4 2013 (or is "low priority, keeps getting put back, we really don't know, could be anytime, some time, one day or never") then I need to put some effort into temporary custom solution. I can understand your reluctance to make promises that you later have to break, but surely you must have at least a provisional plan (and confidence level) that you can share with us? 

Thanks,

Paul

December 06, 2012 00:39
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Andre Nadimi

What about Fields with condition based on which Group you are in. Will this be possible?

December 07, 2012 01:15
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Eli Blankers
accelitec

Can we please get an ETA?  I feel like the ETA has become more vague as time has gone on.  It was on the roadmap to hopefully be finished in 2012, and now it's nearing the end of the year, and the latest update tells us that there is no set date yet?

December 17, 2012 16:36
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Richard Valdez
nyls

Adding my .02 here as well.  This feature would make supporting multiple groups so much more streamlined.  Any update on when we'll see some sort of implementation?

January 07, 2013 08:45
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Erin Boyle
Product Manager

Hi all,

Once again, we have started work on this feature.  We are working toward having a beta for ticket forms within the next 3 months, subject to change (in either direction).  This is a high priority within Zendesk.

Best,
Erin 

January 07, 2013 13:47
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Scott C
mds

Thanks for the update and the info on a tentative timeline!

I'd love to be a part of any beta test assistance you need for this feature when you get to that point.

Thank you,

Scott

January 07, 2013 16:14
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Sean O'Hara
shoutlet

Oh yeah, my team would LOVE to be in the beta for this. This is a huge deal for us. Definitely keep us in the loop

January 07, 2013 16:17
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Erin Boyle
Product Manager

@Scott, @Sean - fantastic!  I'd love to get you both involved, and have marked your profiles accordingly.  I will also post the sign-up form directly in this forum when we're closer to beta so anyone else interested can participate.

Best,
Erin 

January 07, 2013 17:29
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Dale Isham

If you could add my name to that as well, I've been watching this thread for quite some time now awaiting an announcement. 

January 07, 2013 18:00
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Carsten Falborg
IKEA

Put me down for a beta as well. This is very exciting.... :-)

January 07, 2013 22:36
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Lisa Dimitrowa
mediacompetence

Please let me know about the beta too, It would be very much appreciated!

January 08, 2013 00:16
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Paul Leverett
i2owater

Me too for beta test please :)

January 08, 2013 00:22
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Mauro de Mello Netto
telvent

Thanks for the update and good news, @Erin!

I'm also available as a beta tester if needed.

Thanks!

January 08, 2013 02:24
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Oleg
AOL Inc.
@Erin we would also like to be part of the beta test.
January 08, 2013 03:03
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Andrew

@Erin - very interested in this as we are trying to use ZenDesk for multiple support departments (IT, HR, Finance, Facilities) and this is a much needed feature as each has their own field requirements independent from each department. If there is a beta, let me know.

January 09, 2013 20:08
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Chris
caddyx

I would love to be a part of the beta! Thanks.

Chris

January 12, 2013 10:44
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Justin Graves
ensign

Beta beta bo beta, banana fanna fo feta. ( @Erin - please let us beta test this feature )

January 30, 2013 14:35
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Jennifer Rowe
Zendesk

Eager beavers! I love it!

January 30, 2013 14:40
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Erin Boyle
Product Manager

Fee fie fo feta! Beta!

(@Justin - you got it.)

January 31, 2013 14:12
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Lawrence Tang
clicktime

+1 for beta for this!

February 07, 2013 14:16
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Jason Wood

+1 for Beta Testing!!

February 07, 2013 15:48
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Jeff Callahan
mineraltree

@Erin +1 for Beta

February 12, 2013 13:28
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Kelly Takeda

@Erin - please add me to the Beta list!

February 19, 2013 11:15
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Andrew J
BizStudio NZ

@erin - Beta for me too please!

February 21, 2013 02:41
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Hasso Reifert
nyxus

Hi Erin, please beta me in

February 22, 2013 09:22
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Carsten Falborg
IKEA

Erin - Any News on this? Lots of people want to beta and we are all waiting in suspense to hear from you? :-)

February 25, 2013 00:45
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Andrew J
BizStudio NZ

I believe ETA for the Beta is March/April - but don't quote me on that... We all know that things CAN and DO change.  

February 25, 2013 01:29
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Erin Boyle
Product Manager

Hi all,

No news is... good news?  We're still working on this feature!  While things definitely can and do sometimes change, our plans on this feature actually have not.  Ticket forms is a high priority for us - I can't wait to use them myself!

When we get closer to launching the beta (or if something changes), I will post an update here.  Promise.

Best,
Erin 

February 25, 2013 13:04
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Sean O'Hara
shoutlet

Erin that's awesome, sidenote: damnit how do I +1 a specific comment (joking)

February 25, 2013 13:08
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Scott C
mds

@Erin   Thanks for the info!  Glad to know it is still going forward!!    -Scott

February 25, 2013 13:09
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Steve Ramos - SCOE
solanocoe

Not sure if ZenDesk realizes how important this is for customers in expanding their platform use. Now that we finally have all of our employees trained to use ZenDesk for technology-related support requests, we'd love to up-size our subscription and use it for facilities and maintenance requests as well. Our user base and authentication is already set up, but we need to build in some business logic to customize the input form based on the overall class of request (don't want issue lists to show "dead monitor" and "leaky faucet" in the same long, long, long list, after all!)

So this isn't just something that would be nice - it lets us expand the use of our favorite support tool in so many more ways.

April 09, 2013 11:12
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Dale Isham

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

4+ Years and Zendesk has still failed to deliver this. I'm  really disappointed - if you weren't the cheapest solution for my small company, I would have left you years ago.

April 09, 2013 11:50
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Andrew J
BizStudio NZ

Hello Steve and Dale,

We are expecting the beta of 'ticket forms' soon.  There are a good number of us awaiting this.  I am sure Zendesk is well aware how important this is.  

Keep an eye on this forum for the beta release and be sure to sign up!

There has been a Javascript solution for this available for some time, but I think it fair to say, we are excited to see an inbuilt solution on the way.

April 09, 2013 12:03
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Erin Boyle
Product Manager

Hi Steve,

We definitely realize the huge variety of use cases for this!  One of the biggest areas I see is exactly yours - cases where it makes sense to use a single Zendesk for all internal / employee requests and assistance - whether that's IT, facilities, or HR.

We'll start rolling out the beta for the new ticket forms feature at the end of this month and throughout May.

Best,
Erin 

April 09, 2013 12:06
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Bt.

I agree this feature needed. 

or additional custom ticket template ability.

April 15, 2013 02:37
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Audrey
liveintent

Erin - I'll gladly join the beta since we are in need of Ticket Forms and it's throttling our ability to fully embrace ZenDesk. Best, Audrey 

April 16, 2013 10:43
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Scott C
mds

Erin,

Thanks for the update, very excited/anxious!  The internal use scenario you described is exactly what we are looking at.  

-Scott

 

April 16, 2013 12:16
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Andrew J
BizStudio NZ

Hello Erin,

Can you confirm if this feature is going to be Regular, Plus or Enterprise?

I think a lot of people are waiting for this, and it would be great to declare the likely availability.

April 16, 2013 15:23
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Andrew

The fact that this is going to be an Enterprise solution unfortunately prices us out. It's a shame as one of the reasons that I managed to get ZenDesk in originally to the org was the price point. Now the pricing for features I can get in other systems isn't looking so attractive. Unfortunately it may be time to look over the fence...

April 16, 2013 17:04
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Steve Ramos - SCOE
solanocoe

The comment thread indicates that this feature will only be available in the Enterprise version, despite the fact that  roughly a gazillion users say it is essential to their basic operations. That's disappointing, and worth a re-think for sure. Enterprise scaling of a system is meant to be for organizations with a large and diverse deployment - this is a core feature that was missing from the get-go. ZenDesk - please do a little meditating on this one - otherwise, some long-time customers like us will start looking elsewhere. We are a small school system, and would be priced right out of the market if we needed to up-size just to get this basic feature.

April 16, 2013 18:56
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Carsten Falborg
IKEA

Hi Erin

I can't seem to find the comment about this being an enterprise version feature anymore? Has that changed or am i missing something?

April 24, 2013 04:02
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Jordan Waeles

The comment of Erin about that feature being part of the Enterprise plan was obviously deleted; I still have it in my mailbox.

Regardless, it's been too long we've all been asking for this. In the meantime, we've purchased a competitor's product that is much more complete. I will be moving my business elsewhere.

April 24, 2013 04:08
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Justin Graves
ensign

@Jordan - Per many comments in this thread, I think we all know that this feature is coming --- and we're all waiting with baited breath, myself included, for almost a year now.

As for the competition, I have checked them all out and (at least at this time last year) none of them were as easy to implement for the non-programmer as Zendesk was and is.  I wish you the best but I'd like to encourage everyone else to hold on.

If I know Zendesk, they will release this feature as an easy-to-implement addition to their product and that's what most of us need because we don't have the time to become web programmers.  I think that this is where Zendesk excels and I expect that they will do so with this feature as well.

April 24, 2013 08:13
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Andrew McGrath

I've refrained from getting involved in this conversation, but the level of frustration that its causing me has reached breaking point.

From where I stand I can confidently say "Zendesk, you're doing the wrong thing by your customers"

I've used Zendesk at my last 3 companies, all of whom have spend many thousands of dollars per month on the service. We're currently using it at my current company (Checkout51.com) and while we're happy with the service (iframes and all), withholding this particular feature is very frustrating. I can say with complete confidence that we would not have selected to continue using Zendesk beyond our beta period if we didn't think this feature was coming, in fact there have been many conversations where we've said "When conditional fields come, that will really help."

To find out that this is being held at ransom, when so many customers want it and have stuck with you even when the feature didn't exist, just tells me that Zendesk is not the kind of company I want to be dealing with any longer.

Unless there is a massive turn around on this situation, followed up with a sincere apology to the customers effectively doing product management for you, this is the beginning of the end for my businesses relationship with Zendesk.

April 24, 2013 08:31
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TJ Baker
joomlashack

Having been around ZD long enough now I can second Justin's comment about this being something that will be rolled out as an easy to implement solution, which is no small task and verifiable if you're a developer.

I'd also like to add in regards to the comment of 'superior competitor solutions', we thoroughly testest many solutions when looking to leave our previous solution, and found none better for OUR needs than Zendesk.  There were simply no other solutions that provided a frontend facing / community support solution that allowed access control like ZD, which was our main needed feature at that time.

If custom fields are your 'must have' feature there are ways to do it with Javascript, as we've done ... or if you absolutely have to have them pre-programmed for you then there are some solutions that provide them, but that does not make that solution a superior option, only one that has a single feature you need.

April 24, 2013 08:32
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Michael L. Parmley
DTA

I absolutely agree with Andrew McGrath.  This was something that I was told was coming when I signed up with you a year ago.  I am a plus member (Digital Telephone Alliance) and just don't understand why this would not be available to me.

April 24, 2013 09:13
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Erin Boyle
Product Manager

Hi all,

Thank you all for the feedback and responses. We’re glad to hear you’re as excited about this new feature as we are.

We built ticket forms as an easy-to-use feature that allows admins to create multiple forms with unique sets of ticket fields. This feature is ideal for teams who manage complex ticket data. Many of these teams need to support multiple processes, products, and use cases, and require other advanced functionality such as custom agent management, in-depth reporting, and support for multiple brands—features aligned with our Enterprise plan.

We design our plans to meet the various needs of our customers. We aim to package features into each plan that are optimal for different team structures and requirements, and offer you the flexibility to move to another plan as your team grows and your needs change.

While the introduction of ticket forms is coming soon, you can actually achieve a similar setup today on any Zendesk plan with some customization work through the use of tags or JavaScript. Here are some tips on how to do this for Classic and New Zendesk.

We value all our customers’ feedback as we continue to build and innovate Zendesk to meet your needs.

Best,
Erin

April 25, 2013 09:18
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James Brock
kimbleapps

Hi Erin,

Can you advise how I can sign up for the Beta or provide a further update on the release date for this functionality please?

Thanks

James

May 14, 2013 06:01
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Erin Boyle
Product Manager

Hi James,

I'll continue posting updates here, but in the meantime I've added you to my wait list for the beta.  We're rolling out beta in several phases - we're about to let in phase 2 participants, and I've got you marked down for phase 3.  Expect to hear from me in a couple weeks!

Best,  
Erin 

May 14, 2013 09:27
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James Brock
kimbleapps

@Erin - thanks for the reply and look forward to this functionality!

May 14, 2013 10:14
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Justin Steidinger
entrada

DESPERATELY need this...  Please tell me when dynamic fields will be available.

May 15, 2013 14:37
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Adam Belfield
wynyardgroup

Hi Erin, can you put me down for the phase 3 beta please?

May 16, 2013 09:44
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Erin Boyle
Product Manager

Hi Adam - you got it!

May 16, 2013 10:36
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Scott C
mds

Erin,

Am I still on the beta list??    Very excited that this seems to be moving along.

-Scott

May 25, 2013 14:51
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Katy Norris
participant

We had this in our old clunky system, FogBugz, kind of mind boggling that it's not available in ZenDesk!

June 12, 2013 10:52
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Katy Norris
participant

Please add me to the beta testing group too, please. The sooner the better. Huge functionality gap in your tool.

June 12, 2013 10:55
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Vincent Lamberts
Merlin Information Systems Limited Group

Hi Erin, In a post above you mention that you can use tags to achieve this functionality. Do you have a bit more information about how to do this? 

June 16, 2013 13:34
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Ryan Locker
kofax

This feature is essential for our business to be successful using Zendesk. We are using this Zendesk internally for our marketing department to submit work request to our demand center. The work request vary and depending on the type of request, different information is need to process the ticket.

Use case:

End-user goes to submit a ticket, selects "request type" from a drop down list. Based on the request type, I would want then to ask the end-user a certain set of questions. This certain set of questions would be different depending on the "request type" chosen by the end-user.

Is this on the road map yet?

Thanks

Ryan

July 01, 2013 11:25