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

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136 Comments

  • Eric Norris
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    I think the next step is to clear out the code and start over. I know its a bit of a pain, but it might help.

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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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  • Patrick Bosmans
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    Hello Timothy,

    I am going to create a ticket for your comment to see if we can help troubleshoot this with you.

    You should be receiving an email shortly so that we can ask some account specific questions to work towards a solution.

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  • Jessie Schutz
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    Hey Brad!

    You'll need to follow the same instructions you did when you added the header code, to get into your Guide theme editor. Then just delete that code block and save the changes. That'll get you taken care of!

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  • Andrew J
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    The options for selecting conditions are very limited. 

    The only option is > If [field] is a single [option] show a single [conditional field]

    This becomes hugely painful when the field has a large number of options, and also if you have a set of fields you are wanting to show.

    Eg. I want to show 2 fields if any one of 10 out of 25 options are used... that requires 20 rules.

    For this app to mature it needs to offer some further options to make it more useable

    • If [field] is [select multiple options] show [one or more fields]
    • If [field] is NOT [select single or multiple options] show [field/s]

    OR

    • If [field] is [select single or multiple options] hide [field/s]
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  • Vassilios Lourdas
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    @Toan Thank you very much! Indeed, I deactivated it.

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  • Srividya
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    Hello,

    We got notification from zendesk. Notification says they will support for V1 apps from October 2019. Conditional fields app is one of the V1 apps. I would like check if you have plans to upgrade it to V2

    Srividya

     

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  • Graham Robson
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    Hi Bart,

    If you're looking to have conditionality depend on the current agent looking at the ticket, as opposed to the agent assigned the ticket, then you'd need, as a starter, our CloudSET Tailoring App. Amongst other things, it allows you to define custom CloudSET roles. These roles can then be associated with Zendesk Groups. 

    The CloudSET roles can then be used in CloudSET Conditionality, as a driving field to control the visibility of fields or field sub-sets.

    Since CloudSET Apps are integrated together, you'd not be able to use just CloudSET Tailoring on its own with Zendesk's Conditional Fields.

    This is an example of context-driven conditionality, as opposed to most regular conditionality that is ticket data driven. Of course, there can be occasions where both might apply, and we can cover that too with AND/OR logic on the driving fields.

    Thanks,  Graham (CloudSET)

     

     

     

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  • Graham Robson
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    Hi Michael,

    I can have a stab at this ;-), and in fairness Zendesk's Enterprise/Productivity Pack covers three elements (1) Conditionality, (2) Forms, and (3) Pathfinder App, so they are not an exact match. Indeed, in regards to conditionality, CloudSET Conditionality covers the same basic conditional fields, but goes much further, including:

    • Dependent Value Fields - controls which values to expose within a drop-down fields
    • More than one controlling rules for fields, including AND/OR controlling conditions - e.g. grandparent/parent combinations
    • Mandatory/Required straight away or when solving
    • Conditionality fields for Organizations and Users
    • Conditional fields for CloudSET WaaS (equivalent to Zendesk Web Widget channel) 
    • Programmatic deployment of Help centre/Guide code i.e. not copy paste config code
    • Configuration testing simulator

    Zendesk include a specific capability to create and manage Forms, collections of fields. This can also be achieved using CloudSET Conditionality, although Zendesk's implementation exclusively supports field ordering per form.

    Zendesk also bundle the excellent Pathfinders App, which provides insights into which articles and searches were done prior to submitting a ticket. CloudSET have no equivalent functionality or plans to do so.

    Hope this helps.

    Graham (CloudSET)

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  • Elizabeth Toy
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    A question regarding the end user interface. Has anybody dealt with what the conditional fields do on the request page in the Help Center? It (understandably) shows all fields, but is a bit unsightly. See the screenshot for an example.

    For now, I commented out this part of the request.page.hbs:

    {{#each custom_fields}}
    <dt>{{title}}</dt>
    <dd>
    <span>{{value}}</span>
    </dd>
    {{/each}}


    But maybe someone has solved this and has a suggestion on how to show only the filled in custom fields?

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  • Jera
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    Hi Jacob,

    Conditional Field App should work in your Sandbox instance. Usually, this happens if the code inserted in the HTML of your Help Center is not updated. You can find the code in document_head.hbs template in Guide > Customize design icon > Edit code. I hope this helps!

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  • Elizabeth Toy
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    @P I figure the app isn't available anymore as the functionality has been built into the native environment. This article will probably only exist until the app is fully depreciated.

    Like Andrew said, if you're on a Professional plan or higher, the feature is available.

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  • Brian Kopacz
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    Looking for some insight here.

    I am trying to create a simple Category >> Subcategory workflow.  Based on the current logic of the utility I fee like I need one more layer.

    Ex.

    Category >>>  Admin > Product

    Subcategory >>> Login Issues > Deliveries

    Admin should tie to Login Issues, and Product should tie to Deliveries.

    In the setup, I choose Category as the top line.  Then it asks for a field.  I choose Admin.Upon choosing Admin, I then choose Subcategory in the 3rd column.  

    The problem is I cannot then choose the specific field in Subcategory.  I can only choose Subcategory.

    Can I not drill into the logic one more layer such that ultimately I have only two fields.

    Category and Subcategory.

    When I choose Category - Admin, then show Subcategory with only the value "Login Issues".

    Otherwise I feel like I need to create multiple Subcategory fields and point each Category value to it's respective Subcategory.

    Brian

     

     

     

     

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  • Nicole - Community Manager
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    Hey Candace -

    Apologies for the delayed response. This article is a good resource: 

    Required ticket fields and conditional fields 

    Basically, marking a ticket field as required within the Conditional Fields app itself ensures that the ticket field will only be required if the field is revealed through field choices. That being said, required conditional fields must be filled out when making any ticket submissions or updates. 

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  • Jessie Schutz
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    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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  • Josh Rosenthal
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    Hey Edward,

    It sounds like you found your answer, but just confirming for everyone that unfortunately Multiselect fields aren't available for Conditional Fields or Insights at this time.

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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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  • 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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  • Stephen Fusco
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    Hello Karen, 

    Thanks for your question. I verified with our product team and unfortunately, it looks like the conditional fields app does not support multiselect fields. 

    If this feature is important to your workflow I would encourage you to add this to our Product feedback page. Our developers check this page to determine where they should allocate development resources to improve the product. In your request be sure to explain how this would positively impact your current workflow. The more they understand how making that change would directly help you and your team the more likely that request is to get more attention. 

    You can find the product feedback forum here: Product Feedback

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

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  • Alain Lefevre
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    @Collin,

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

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  • Heather R
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    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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  • Mindaugas Verkys
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    With CloudSet you can set required fields in two ways: on update or when solving tickets, zd app you can set fields required only on update.

    With CloudSet you can set set fields with more than one condition, with ZD app only one time, for example if you set condition under groups you can't use it again in other places.

    With CloudSet you can set conditions regarding ticket status, with ZD app you cannot.

    With ClousSet you can set conditions for Users and organization fields, with ZD app you cannot. 

     

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

     

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  • Andrew J
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    Are you on Professional or Enterprise? The title says it's an add on for professional so you may need to talk to your account manager.

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  • Sjoerd Huisman
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    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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  • James Peterson
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    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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  • Sjoerd Huisman
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    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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  • Mike Moschovas
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    Hi Elizabeth,

     

    I added something like this to the JS to loop through and check these values, thus removing any "empty" (-) values.


    $(document).ready(function() {
    $('.request-details').each(function(){
    $(this).find("dd").each(function(){
    if($(this).html().replace(/\s/g,"")=="-"){
    $(this).prev().hide();
    $(this).hide();
    }
    });
    });
    });

     

    Hope this helps!

    -Michael

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  • Eric Norris
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    Hello,

    I have upgraded my Help Center recently, and see that now I am editing from a list of .hbs files instead of how it is shown on these instructions. Is it correct to put the code into the document_head.hbs now? If so, is there a restriction to how many field dependencies that can be generated for the web form? I am trying to get the Conditional Fields to work, but they don't seem to be.

    Thanks.

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