Required ticket fields and conditional fields

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37 Comments

  • Yanko Chakarov
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    I completely agree with Wijnand.

     

    It does not really make sense to change something that was working well in the past.

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  • James Sanford
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    Hey All!

    We see your requests for the ability to prevent any update but the ability to prevent that ticket submission is not available without utilizing an app.  Since Conditional Fields is no longer an app it cannot have that same functionality anymore and does require a move to an app based solution if you wish to keep that functionality moving forward.

    Please note that this functionality would not have prevented tickets from being solved/closed via your Automations if you are running into that issue - if you do not wish for those tickets to be closed out without your required information I would recommend adding those field values as a condition for the Automaton to run so they are not being closed out without that.

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  • Thomas de Silva
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    Hi guys.

     

    Regarding "Required Fields" please take a look at this app: https://www.zendesk.com/apps/support/required-fields/?source=app_directory

     

    #helpsome regards,
    Thomas de Silva

    Zendesk Consultant @ helphouse.io

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  • Tilly Martin
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    What can I use now that the conditional fields app is being sunsetted in October? I don't want to pay for something that was previously free. 

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  • Thomas de Silva
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    Hi Tilly.

     

    Which license plan are you on?

     

    #helpsome regards,
    Thomas de Silva

    Zendesk Consultant @ helphouse.io

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  • Jon I.
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    Every ticket field has two optional requirement configs: required to solve a ticket or required to send a request. Additionally, as of the deprecation of v1 apps, the legacy conditionals app has disappeared and a new conditional configuration has cropped up within the forms section. When creating conditions for agents, you can check the required option for the field you show.

    This new changes generate confussion among us and the documentation (such as this piece) does not help.

    You should clarify when a field is required for ticket submission (sending requests, new or existing ones), when solving tickets, etc.

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  • Jacob
    Comment actions Permalink

    @Tilly Martin

    Native conditional ticket fields are available to all customers who were previously using the old Conditional Fields app. Native conditional ticket fields improves on the old app in several ways, including a much cleaner user interface, API support, Web-widget/ Support mobile app support, and more.

     

    @Jon I

    Any conditions created for agents will follow the "required to solve" rule while conditions created for end-users will follow the "required to submit a ticket" rule. Please see the "Required" section under "About conditions and conditional statements" in the creating conditional ticket fields article.

    Additionally, we have launched the "Enhanced Field Requirements" EAP which gives you the ability to require agent conditional fields on submit as well as on specific statuses, not just “on solve”. This functionality ensures you can consistently get the data you need, only when needed, maximizing data capture and agent efficiency. You can check out the community page for that here if you are interested.

     

    Best,

    Jacob

    Product Manager | Support Ticketing

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