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

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136 Comments

  • Dwight Bussman
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    HeyO Marleen,

    I'm going to reach out to you in a ticket to investigate your specific case, but I believe the app will hide those fields (so they're no longer displayed, even on closed tickets), but shouldn't remove the information.

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  • Patrick Siqueiros
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    Is there any way to re-size the length of the "Values" column? I plan on using some of my custom dropdowns to influence the "Fields to Show" column, and most of the time the options in the dropdown are too large for the pane.

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  • Mindaugas Verkys
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    Why it's impossible to set Condition on Ticket Status?

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  • Dwight Bussman
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    Hi Mindaugas,

    If you'd like to reach out to support@zendesk.com with your use-case and perhaps we can help you to find a suitable workaround.

    Otherwise, if you'd like for that feature to be developed, I recommend posting in our Product Feedback Forums with your need to get that in front of our Product managers and allow other people to vote in support of that idea. There are already a number of posts about the conditional fields app, so perhaps one of those is a good match for what you're seeking.

    Thanks!

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  • Keith @ Zendesk
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    Hey Patrick,

     

    Unfortunately at this time there is no way to elongate the Value Column in Conditional Fields.  The only way to check on a value like that would be to right click on it, and Inspect Element.  You'd be able to see the full line in the HTML code.  Not the best option, but it's an option.


    Let us know if you have any other questions. 

    Thanks!

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  • Cameron D.
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    [Update: Nevermind, had to add it to the form!]

    How long does it usually take for a new custom field to appear in the Conditional Fields app? I thought it might be because they are checkboxes, but I have other older checkbox fields appearing.

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  • Jessie Schutz
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    Glad you figured it out, Cameron! :)

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  • alex vinyar
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    Thanks for the free app. Took a few tries to get it to work. From reading this thread I see that for the last 2 years tons of users (myself included) have missed the tiny 'require' button, and generally have issues between form 'require' and conditional field 'require'

    +100 @I think the general use case Jerome and I are looking at is the same. Prevent user from submitting a ticket if a specific condition is not met, you know, same behavior as if required checkbox was set in the form.

    Right now conditional field app renders a field based on some condition, but that's only half the functionality. In the perfect world, I would like to require a user to select a value, fill out a field with words, or check a box in order to create a ticket.

    For example, an unchecked checkbox is false, and checked is true. Both satisfy 'required'.

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  • J Johnson
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    Will my existing data be modified or deleted simply as a result of changing the view of what fields are shown in the conditional views? In other words, what happens to the drop-down selections if I have a Feature Enhancement Type Drop-down which I choose not to display/show and then I change my mind and decide I do want it shown 2 weeks from now? We recently purchased the productivity pack and I am anxious to deploy, but I have been hurt before so I am maybe overly cautious.

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  • Dwight Bussman
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    HeyO J. Johnson,

    Wanted to give you an update on the function of the conditional fields app: If a custom drop-down field has a value at the time it is hidden, that value will be absent when the field is revealed again by the app. In other words, hidden fields are wiped clean and if the option is revealed again, the user would have to re-select the option manually.

    This differs from the behavior if a field is removed from the ticket form. In that case, a field's value will remain intact, but invisible within the agent interface.

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  • Anil Kumar (Community Member)
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    Hello guys,

    I am facing a problem in conditional field app. Case is 

    I have created following conditions in app.

    If Dropdown 1 has Value 1 then show device dropdown

    If Dropdown 2 has Value 2 then show device dropdown.

    All these condition worked great in end-user ticket form.

    But when I look into the agent interface. Device dropdown not accept any value. It got reset every time when I select any value.

    I doubt if it is related to this Note.

    "Note: You can only use each field once. You can't reuse a field you've already set conditions for." 

    I really wanted to know if there is any solution available for reuse of a field because I don't want to create another same field for each of my condition. 

     

    Thanks in advance

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  • Megan Howell
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    Hey Anil,

    You are seeing this error in the Conditional Fields App interface when trying to set conditions for the agent interface? I want to be sure I am able to replicate, so I can confirm if the issue is in fact due to field reuse, so I am going to create a ticket for you - keep an eye out for an email from me!

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  • Vassilios Lourdas
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    Hello,

    I am using the conditional fields, but in the mobile version seems not be working. All the fields are shown, although they shouldn't. On the desktop version everything works fine. Do I have to do something in the design template in order the conditional fields to work?

    Thanks a lot,

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  • Toan
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    @Vassilios Lourdas The Conditional Fields app doesn't work with the mobile layout. If you're okay with using the web version, you can uncheck Mobile layout under General > Help Center settings.

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  • Vassilios Lourdas
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    @Toan Thank you very much! Indeed, I deactivated it.

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  • Candace Alexandres
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    It seems bazaar that I have to manually drop conditional field code into the backend of the Help Center to implement the logic. Are there plans to make this more seamless in the future? 

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  • Vassilios Lourdas
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    Hello, isn't is possible to copy the agent rules to the end-customer rules?

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  • Mindaugas Verkys
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    Vassillios it's possible only first time when no other conditions are set at end-user level. 

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  • Vassilios Lourdas
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    Hello @Mindaugas Verkys, thank you for your answer. Too bad. Now I have to redo all the configuration again. I was pretty sure that I had seen the copy before, but indeed, it was when there were no conditions configured.

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  • Nivea Tejada
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    Hello, 

    I recently started using conditional fields. 

    I noticed that even though the fields hide properly in the form, if I had any additional text scripted in java for that ticket field, it populates on the form regardless if that ticket field is selected or not. 

    See below for an example: 

    They haven't even answered the question to populate another question, yet the text for another ticket field populated. 

    Is there way to hide this text until that field is selected? Perhaps within Java?

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  • Lior Collins
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    Hi all,

    I have a challenge that need help with

    We used conditional app to setup groupings when's user submit a ticket of which list of issue they are having.

    Issue type: application or hardware
    Then when they select each one stores deprecate drop down for each grouping to help the user pick best option.

    Example pick application they get a box like ms office, adobe etc. if they chose hardware they get printer, pc, etc

    The challenge is each option stores the value chosen in a different field. App value and hardware value.

    Reporting is hard as I can't see all open tickets with just what category the issue is in.

    Can someone help me with this?

    How do I create a field for reporting that combines these two values (no ticket could have both).

    Also I have an example of two but in reality I have 10 categories like this :(

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  • Nivea Tejada
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    Please disregard my last question, I figured it out. 

     

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  • Nivea Tejada
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    Lior, 

    I'm a little confused about what you are asking. 

    If you want to see all tickets that contain either the App Value or the Hardware Value, you can create a view that pulls tickets based on Tags. And you can add all the tags from the drop downs of App Value and Hardware Value. 

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  • Mindaugas Verkys
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    Hi Lior,

    We solved this issue by creating one field with 3 levels. 
    Category>Type>Item

    So in your case should be drop-down list like:
        Hardware::Printer::Epson

    So easy way is to use this type of field, so report will look good. When you export your report you can just split columns in excel by ::

    If for any reason in ticket you still want to have categories in different fields. You can hide main field, and set it properly via triggers. Actually we work in this way. And yes our drop-down field has more than 500 values, and for each value you need to set a trigger. 


    Best,

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  • Le Giang Anh
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    Hi,

    Is there any way to make fields conditional in the request form for end-users without copy the code to the template?

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  • Wes Drury
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    @LE Giang Anh - Not that I'm aware of unless you custom build your form outside of Zendesk and use the API to push all the data back in.  

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  • Conchita
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    The article says Click the Generate rules for the Help Center button in the left sidebar - but now, the exact message that you see is "Save and generate rules for Help Centre" 

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  • Jessie Schutz
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    Thanks for the heads up, Conchita! I'll pass that along to our Docs team!

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  • Nate Legakis
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    I just tried to install the conditional fields app and I get a message that reads 

    The resource doesn't exist.

    Please advise.

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  • Nicole - Community Manager
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    Hey Nate - 

    There was an update to our apps framework the other night that broke a few things, though I've been told that's been repaired. They suggest you try a hard reset and see if that fixes it. If not, I'll pull you into a ticket for deeper troubleshooting. 

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