Required ticket fields and conditional fields

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32 Comments

  • Dan Cooper

    I have some forms that always require a field at the top level.  The conditional fields app won't let me establish these as required fields because they aren't actually conditional.  

    However, I need the same field to present itself in a new form and it will be conditional and required on display, but not for submission.

    I'd love the option to make a field required if present on submission.

    5
  • Helvijs Vigners

    This would be so useful! ^

    0
  • Wijnand Langeraar

    Oh yes this would be an outstanding feature to have.

    0
  • Nicole - Community Manager

    Hey Helvijs and Wijnand - 

    Thanks for the feedback. I encourage you to share it in the Product Feedback topic in the Community so that our Product Managers will see it. They don't usually get over to the comments in the KB. 

    0
  • Gareth

    Hi Guys, is it possible to add a rule into my tickets where the person who responds first to a user MUST fill in the required fields otherwise they cannot reply? I know this is the case to solve a ticket but I am trying to add a bit more regulation over tickets coming in as it helps stats. cheers

    0
  • Helvijs Vigners

    Gareth, there used to be an app, but there isn't one anymore. :(

    0
  • Gareth

    Great :-( - anything else I can try?

    0
  • Helvijs Vigners

    Gareth, I just saw that there is an app you can pay for now: https://www.zendesk.com/apps/support/required-fields/

    Not sure if it will do what you need to. But it is not working with conditional fields app... which is why I am not going to get, as I specifically need required fields to be the ones that are conditional :(

    0
  • Gareth

    Surely this is something quite easy which could be built into zendesk??

    0
  • Nicole - Community Manager

    Hey Gareth - 

    Possibly, though I don't believe it's on the product development roadmap. 

    0
  • Gareth

    Shame, I guess it is a bit bespoke. Im just so used to the efficiency of service now...:-P

    0
  • Dan Greaves

    I have a similar question. It would be great if you could have a required field for another status e.g. I want all agents to complete a required field each time they put a ticket on hold. Is that possible in any way?

    1
  • Jessie Schutz

    Hi Dan!

    Required fields are only enforced for Agents upon Solve, and there isn't currently a way to change that.

    What you might be able to do is put a process in place wherein your agents apply a specific macro to a ticket when they put the ticket on hold; you can make the macro apply the ticket field as well as the status, in addition to other ticket fields. Just bear in mind that that macros can't set free text fields.

    -1
  • Pedro Rodrigues

    "That said, required conditional fields must be filled out when making any ticket submissions or updates."

    Is this something you'll tackle when migrating from add-on to native feature?

    Ideally, we could choose which required fields would be mandatory from the start vs those who'd be mandatory upon solving the ticket.

    3
  • Nicole - Community Manager

    Hey Pedro -

    I reached out to the product team regarding your question, but they don't have an answer for it at the moment. Thanks for sharing the feedback though - they are now aware of your request.

    1
  • Jorge Moreno

    "Ideally, we could choose which required fields would be mandatory from the start vs those who'd be mandatory upon solving the ticket."

    This is all we need the required fields for (adding a resolution field, conditional to the "Topic" field we create, so each type fo requests gets a custom resolution set of options). Any updates on whether it is coming with the native conditional fields?

    1
  • Nicole - Community Manager

    Hi Jorge - 

    We don't have any specific updates other than to share that the comments in this post are included in the information the product team is using as they work on the conditional fields functionality. They're aware of this request and that many users want it. 

    We will do our best to share more updates here as things progress. Thank you all for sharing your feedback, and please know that what you have posted here is directly impacting product decisions. Thanks for helping to make Zendesk tools better!

    0
  • Baptiste Candelier

    Hi,

    we need also this behavior, required field upon any state change and not only for solve.

    Regards,

    Baptiste

    0
  • matthewl

    Hi there,

    While trying out the new built-in Conditional Fields in Sandbox mode, I notice that I am unable to replicate one particular important function which the current Conditional Fileds V1 App allows me to do.

    Making a field Required makes the field Required to submit. "Agent" cannot submit the request until they complete the required field.

    The "Submit" button will be greyed out until an Agent fills up the Required field.

    How do I replicate this function with the new built-in Conditional Fields?

    I am very reluctant to do the migration at the moment until I have a clearer picture of this matter.

    Please advise

    1
  • Richard Patterson

    We're seeing the same behavior as matthewl above. It is imperative that we get this functionality into the new native Conditional Fields feature, as it has completely broken analytics for our support tickets now that agents are able to submit without filling in the conditional fields.

    0
  • James Sanford

    Hey All!

    My apologies, I was able to confirm the following information as it pertains to Ticket Fields being Required for any update: 

    CTF honors the “Required to solve a ticket” ticket field permission In CFA, child fields marked as required in conditions need to be filled by agents in the Agent interface to create tickets (otherwise the Submit button is disabled). In CTF, child fields marked as required in conditions need to be filled by agents only when solving tickets, not on ticket creation. CFA could never behave like CTF in this scenario because it’s an app, so the way CTF works is the way it should have always worked (just like CFA should never have supported the Group field). To recreate this behavior, an app can be created using hook events.

     

    0
  • Richard Patterson

    This seems like yet another situation where Zendesk is needlessly changing behaviors in an undesirable manner.

    1
  • Patrick Harland-Lee

    I was able to do this (unless you guys have a different problem to me) using the built-in Conditional fields app by going to your condition and click the Required button in the top-right, then check the box next to the field you want to be conditional on Submit (rather than conditional upon Solve) 

     

    Found on this help article! https://support.zendesk.com/hc/en-us/articles/203662476-Using-the-Conditional-Fields-app-Professional-Add-on-and-Enterprise-#topic_msh_mvf_vp

    0
  • matthewl

    Hi Patrick,

     

    Not sure whether you are aware of it or not. Zendesk is doing away with the Conditional Fields App (ZAF v1) 

    "Zendesk will be removing Zendesk Apps Framework version 1(ZAF v1) effective 14 October 2019. Any apps you have created or are using that have not been updated to Zendesk Apps Framework version 2 (ZAF v2) will no longer function after this date. "

    0
  • Patrick Harland-Lee

    Oh, so we're saying the Conditional Forms doesn't let you make a conditional field mandatory upon ticket update? Only on ticket Solved?

    0
  • Wijnand Langeraar

    Hi Patrick, 

    Yes this seems to be the case. I've migrated my conditions from the app to the new Conditional Forms, and now any ticket can get created, even if a "required" field is not populated. Making data capture and ticket trigger routing based on fields challenging at times.

    A solution should we be outstanding to say the least.

    0
  • Jon Thorne

    We've got this same problem, too. We need to be able to force the field with any status update (as it was in the app), and not just solved status. Currently we have automation that solve tickets after 72hrs on pending, and they will solve without the field being added. This is a big problem for us. 

    2
  • Yanko Chakarov

    Hello Zendesk,

     

    We (and apparently a lot of other users) consider it necessary to have the same behavior in Conditional Ticket Fields as it was in the old App:

     

    When creating a ticket, we should not be allowed to submit it if the required fields are not filled.

     

    Please, think about this as it is important for us when it comes to internal between-the-teams escalation.

     

    Thanks.

    Regards,

    Yanko Chakarov

    SBTech

    1
  • Elizabeth Toy

    We have a similar use case as Jon—an automation that closes Pending tickets will close them without the required fields being set. This leads to large data loss.

     

    Additionally, I've done some setup to pull field data for some POST requests into other systems and if a field is blank, I'll either be missing that or my request will error (if the missing field is being used for a required field in the system I'm posting to).

    1
  • Wijnand Langeraar

    Surely this can be fixed, its starting to get rather frustrating when my teams can submit tickets without populating "required" fields.... For data integrity, amputation, triggers, routing etc..

    0

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