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Copy end user conditions to agent conditions

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mfg

Gepostet 29. Aug. 2023

We built out a form with heavy use of conditions based on end user responses to fields. However, these were not built out on the agent side of the conditions.

Currently, when the conditions are built out for the agent, you can use the 'Copy agent conditions' button to replicate the conditions. It's very helpful to be able to do so in one click as it minimizes the risk of errors and saves considerable time on forms with heavy use of conditions.

However, there is no respective feature to copy end user conditions to agent conditions. It would be helpful for all the reasons above to have the same feature, but where you can copy the end user conditions to the agent side.

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      Em J

      Wanting to second this request for a copy conditions from end user to agent button. While I appreciate that the API exists, it isn't accessible to everyone setting up the Zendesk system. I set up the conditions on the end user side because I saw the copy agent conditions button and made the mistake of not double-checking copying worked both ways. I also knew that the end user conditions would work for both sides, but I wanted Agents to see extra fields, and so it made sense for me to start from the end user side. TL:DR adding this button would make logical sense and be a very nice feature to add for your less technical users. Thank you!

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      Gabriel Manlapig

      Hi Matthew,
       
      Thank you for your feedback! And I can imagine that it would be incredibly helpful to have 'Copy end user conditions' and do this in just one click. 

      There's a possible workaround by using this List Ticket Forms endpoint, which will return information about all ticket forms in your account. Each ticket form will also show all of its conditions, both agent and end-user facing. You can find the specific ticket form you're working on, copy the entire section of end-user conditions, and then use this Update Ticket Form endpoint to edit that ticket form. 
       
      Here, you can paste all of those end-user conditions in a format like this:
       
      {  "ticket_form": {
      "agent_conditions": [

      your copied end-user conditions can be pasted here

      ]
      }
      }
       
      I hope that helps!
       

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