Using the Conditional Fields app (Professional Add-on and Enterprise) Follow

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58 comments

  • Avatar
    Sjoerd Huisman (Edited )

    Hi there,
    I'm experience something unpleasing when using the conditional fields. When a conditional field is being hide by changing the value of the control field (or by switching a ticket form), the value of this conditional field becomes empty.

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    Jessie Schutz

    Hi Sjoerd!

    I looked into this, and this is expected behavior. If you've populated a series of conditional fields, but then change one of the preceding conditions, the information in the subsequent fields will be removed.

    Can you tell me more about what you're working on, and why this is a problem?

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    Sjoerd Huisman

    Hi Jessie,

    I understand that this behavior is expected in most cased.

    The way I'm trying to use it is the following:
    Some fields are not relevant for specific user-groups. So I entered the relevant fields as conditional to each group. Switching a ticket to group x and back turns into empty fields...

    In this case this behavior is not what I wanted.

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    Sjoerd Huisman

    Hi Jessie,
    Do I still have your attention?

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    Colin Piper

    Sjoerd, the behaviour may not be what you want but is unfortunately how that specific app operates. You can alter this if you have the skills as most Zendesk created apps reside on Github - you could fork your own version and install this as a private app. Alternatively, the Conditional field app from Cloudset appears to work the way that you want (although I did not test it exhaustedly) but I appreciate is a charged for app.

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    Alain Lefevre (Edited )

    Hi Colin,

    Understood that cloudset provides app to hide fields for some user groups.

    I actually would like to use Conditional fields in order to show/hide some fields at the demand of my agent.
    I mean i.e. I've got a checkbox called "Customer information",

    if check YES = I show two fields with phone number, fidelity card
    if check NO = fields are hidden

    I would like to do this because I'll have a lot of fields to fill, and that would be better for my backoffice to allow agent to focus step by step on some specific fields.
    When an agent hides a field, I need to keep tags instead of deleted them.

    Is there any apps that allows that?

  • Avatar
    Colin Piper

    Cloudset have many apps, not just ones to hide fields. They have their own conditional fields app.

    In your case either the Cloudset app or the ZendeskLabs app will work although be aware of the issue that Sjoerd raises above.

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    Alain Lefevre (Edited )

    @Collin,

    Thanks! Which app from Zendesk Lab are you talking about?

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    Leah Peev

    Can I use Conditional Fields in a Multibrand Instance?

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    Jessie Schutz

    Hey Sjoerd! Sorry about that, I've been a bit backed up over here. :) I see that Colin was able to answer your question accurately; although the behavior may not be desired, app is working correctly. Please let me know if you have any other questions!

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    Sjoerd Huisman

    Jessie and Collin,
    Thank you both. It's all clear, except from this: The Conditional Field-app of ZD isn't a ZD-labs app is it?

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    Colin Piper

    Sjoerd, I think it started life in Zendesklabs but you are right, it now appears to be a fully supported Zendesk app and I can no longer find it on Github. Perhaps it was never there? Sorry for the confusion and this does mean therefore that you cannot modify it yourself which is a disappointment also.

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    Colin Piper

    Just to be clear, the marketplace has two Conditional Fields apps.

    1) https://www.zendesk.com/apps/conditional-fields/ is a free app developed by Zendesk and is only available to Enterprise customers.

    2) https://www.zendesk.com/apps/conditional-fields-plus/ is a paid for app developed by Coherence Design as part of their CloudSET range.

    I have used the Cloudset one in a multibrand environment but have not tested it with Brand as a conditional field, sorry.

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    Graham Robson (Edited )

    Thanks Colin, I can confirm the following:

    CloudSET's Conditional fields, can be driven, not only by other custom fields, but also by the following system fields: Status, Priority, Type, Group, Orgnaization, and Ticket Forms.

    However, we are still to provide direct support for Brands, but this is on the roadmap.

    We can also support the use of multiple selectors i.e. you can use more than one selection method to show the visibility on a custom field.

    Also, changes made with our supplied configuration tool will automatically be applied to both the agent interface and the Help Center. The Zendesk Conditional Fields (Enterprise) requires copy/paste configuration changes to the Help Center code.

    Further overview details are available here - https://www.cloudset.net/hc/en-us/articles/420122-Basic-Apps-Pack#conditional

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    Jessie Schutz

    Hey Leah!

    You can definitely use conditional fields in your multi-brand instances. Is there something in particular you're looking to do?

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    Leah Peev

    Hi, Jessie!

    That's good to know! I'm looking into the possibility of pulling in another instance into my multiband as a new brand(s). I'm going to be setting up a discovery with my account rep to get into more detail, but this is great news!

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    James Peterson

    Hi Brian,

    I've just tested using groups with conditional fields and it worked for me. I'll create a ticket for you so we can investigate this in more detail. See you there.

    Sincerely,
    James Peterson

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    Heather R

    I'm trying to set up conditional fields for multi-brand but don't see "Brand" as a first condition. What am I missing? (I'm on our sandbox not our production instance)

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    James Peterson

    Hi Heather,

    You're not missing anything! At the moment, the brand field is not available for use in the conditional fields app. I've sent your feedback over to our Apps team to take into consideration for the future. If this feature is critical for you at this time, you might be able to use one of the apps in the marketplace by Lovely Views or Cloudset.

    Sincerely,
    James Peterson

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    Amie Barder

    Setting a field as "required" under "ticket fields" makes it so that the "Field cannot be blank when an agent solves a ticket."

    It seems as though making conditional fields "required" in the app, however, forces the agent to fill them all in before they are able to change the status at all (not just when solving), which is problematic for us since we have fields that may require further communication with the customer before they are able to be filled in (asking for computer specs, etc.).

    Are there any plans to have the "required" functionality in the conditional fields apps mirror that in under "ticket fields" (ie. require upon solving)?

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    Glenn Greibesland

    I also need the "reuquired" functionality to behave as Amie describes above.
    Any way to achieve this? Will it be added in the future, or is it possible to create a fork of this app and add this functionality ourselves?

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    José Luis Espinoza

    Hi,

    I just got a little heart attack and I always have one when I try to update my conditional fields.

    For example, today I have added a new form that will be use. It's the same one for agents and end users. I create all the rules on the "Agent", but then afterwards how do I copy this rules for the "end user"??? There is no easy way to do this!! I always have to go to the "end user" option and delete all the conditional fields for ALL my forms!!! Then afterwards go back to "agent" option and then go back to "end user" and click on "copy rules from agent".

    This is something that I don't get it, why I need to erase completely all my forms in order to copy an update on my forms??

    Just add an option on the end user view to be capable on "copy rules from Agent" on all the new activated forms. Much easier, less little heart attacks.

    BR

    /JL

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    Jerome Mills

    Hello

    Can we add a "not null" or not empty option for text fields?

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    James Peterson

    Hi Jerome, currently it is not possible to use the conditional fields app with text fields.

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    Jerome Mills

    Hi James,

    Yes, I'm aware of the current limitation. I would like to see it work in such a way as I described above.

    I think it would be relatively easy to add a null check.

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    Alexis Manetas
    How come placing a preexisting field in a conditional field tree erases all previous values of that field? That seems more like a bug than a feature.
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    Dwight Bussman
    Hi Alexis, I'm not certain I understand what you're asking. I am creating a ticket to discuss this with you directly and can report back to this article when I'm more clear on your meaning.
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    Giovanni BERTHELOT
    Hey ! Thanks for this great app. Is it possible for a dropdown field to be a conditionnal field, or is it only possible for text fields ?
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    Jessie Schutz

    Hey Giovanni!

    All of the fields you use with the Conditional Field App are drop downs; it doesn't work with free text fields. Please let me know if I'm not understanding your question correctly!

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    Marleen Wedler

    Hello, we installed the App about one month ago. Now we see that old closed tickets (example closed in Dec 2015) are without some ticket fields and the relating information. Does the app change tickets which are already closed?

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