Conditional Fields app: What you need to know BEFORE you edit, or remove ticket fields

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29 Comments

  • Dwight Bussman

    I was even more worried there for a moment. The arrow in your after screenshot example covers up the "Product" field - I thought the indexing had somehow been broken and would remove subsequent fields, too.

    1
  • Dr. J

    Good point!  😉 

    Nice spot — rest assured, that was fine.

    #EagleEye #JustKeepingYouOnYourToes

    0
  • Ben

    Wouldn't it be ideal if when making changes with this set of impact scenarios, that a pop up modal presented these consequences and asked for confirmation?

    2
  • Dr. J

    One quick update, friends — as above, please be very careful if you are an Enterprise customer, and have referenced a Brand in your Conditional fields (or a field tied to a brand), please be sure to:

    1. Scour your rules for references to that brand
    2. Remove any rules/references
    3. Regenerate your Conditional fields code
    4. Re-edit/publish your Help Center
    5. Remove the brand
    0
  • Marci Abraham

    I'm embarking on this "conditional fields" journey, and stopped here to read the warnings. We do have brands, and I'm curious about Dr. J's comment. Do those steps only apply if your intent is to REMOVE a brand? Or some other case to be aware of?

    0
  • Jessie Schutz

    Hi Marci!

    This is actually referencing the removal of custom ticket fields. If any of your custom fields are specific to one of your brands, you'll need to take Dr. J's additional steps in consideration if you want to remove them.

    I hope that clears things up!

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  • anu

    Hi, 

    The conditional fields app is not working for me AT all. Can someone help me troubleshoot?

    Anu

    0
  • Jessie Schutz

    Hi Anu! Welcome to the Community!

    This actually looks like something that would be better dealt with in a ticket, so I'm going to get one started for you. Our Support team will be able to help you out!

    0
  • L.A. Cayabyab

    Why can't I create conditional fields based on system fields (e.g. status)?

    L.A.

    0
  • Fred Thomas

    Do these precautions apply to the "re-naming" of ticket fields? IOW, renaming the ticket field(s) does not technically change the API field name. Does the Conditional Fields app reference the name or the API field name?

    0
  • Jessie Schutz

    Hi L.A.!

    This isn't possible because system fields can't be deleted or edited or otherwise manipulated in any way. But you can definitely create a custom conditional field to do what you need!

    0
  • Stephen Fusco

    Hi Fred, 

    Thanks for your question! Renaming a field (as opposed to deleting and replacing it) should not cause any trouble with the conditional fields app because the Field ID would remain the same. The app uses the field ID not the name of the ticket field to identify it. 

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  • Fred Thomas

    Thanks for the confirmation @Stephen!!

    0
  • Jon I.

    The application hast stopped working in several of our zendesk instances. For instance, we've a condition on one field, when selecting an option several fields are shown (in any other conditions, those fields are hidden). But this isn't working anymore, as those fields are shown always. Somebody knows what's going on?

     

    Thank you!

    0
  • Jon I.

    The issue is now resolved. Thanks.

    0
  • Himanshu Desai

    How long does it take for a custom field to become available as a conditional field option after it is created and added to a ticket form? I'm finding that the new field is not available as a conditional option for days after it has been created.

    0
  • Dan Kondzela

    We’re currently working through a service disruption. We do appreciate your report - it will help us better understand the scope and impact of the incident. Our Operations team is actively working to resolve this incident and we’re posting regular updates on our System Status Page and to our @ZendeskOps twitter feed.

    Our apologies for the inconvenience. Please continue to keep an eye on that status page for when this issue ought to be resolved!

    0
  • Todd Haberkost

    When using the conditional field app, do the fields you select need to be a specific type?  

    0
  • James Sanford

    Hey Todd!

    Not all types of Ticket Fields can be used as Conditions to show other field types, though you can make all Ticket Field types conditionally shown.  The caveat here is Multi-select Fields which are not supported with the Conditional Fields app.

    For instance, a Decimal Ticket Field cannot be used as a Condition to show other fields.  You can show a Decimal Ticket Field Conditionally based on other field selections however.

     

     

    0
  • Gary Hasenbeck

    So I am a bit familiar with how this can effect certain aspects of operation as well as metrics. My question is this:

     

    Q: If a company was deploying ZD say for the last 9 years and in the initial 1-2 years ZD was being highly underutilized until new Admins and Supervisors were put in place. New ticket fields, new rules and new conditions were implemented that appear to have had an effect on batches of extremely old or initial Support Request. This causes odd anomalies in some specific reports over the years as well as it may now have also been identified that an old Trigger that very recently appears to now be able to also bypass the conditions field rule. 

    How does one pop the hood and clean house, really get in there and hit the baseboards? 

    0
  • Brett - Community Manager

    Hey Gary,

    You can sign up for a Clean up your Zendesk Account webinar with our Success Team and go through a 30 minute interactive webinar to help optimize your account.

    Hopefully other members of our community can jump and offer up some advice :)

    0
  • Joe Jacob

    We were investigating which apps we use were built on Zendesk Apps Framework v1, since that is being removed in October 2019. It looks like Conditional Fields is one of them. Are there plans to migrate this app over to Framework v2 before the killdate?

    2
  • Jorge Marcos

    I had also received notice that the conditional fields app was due to sunset after October 2019.  Our Zendesk instance requires use of this app, and we need to be notified of either a timeframe for app migration to Framework V2, or an alternate solution as soon as possible.

    0
  • Rim Hamdi

    Hello!

    I'm the third person within a week asking what's the migration/alternative plan as this is a v1 app... when asking via ticket, I'm kindly invited to read this article https://support.zendesk.com/hc/en-us/articles/360002123147 which simply informs that "Conditional fields will be replaced by core feature". But what does that mean? We need to get prepared for the change...using plain forms is not an option!

    Thanks,

    Rim

    -------------------------------------------------------------

    EDIT FEB 21: 

    An agent called Zach gave me the following answer:

    "With the Conditional Fields application, this will become a native "out the box" feature of Zendesk Support. With that said, there will be no need for the application any further and you will not be charged additionally after this migration. Our team also has a migration tool that will carry over all your configurations to the new feature so there will be no need to manually do so." 

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  • Brett - Community Manager

    @Rim thanks for sharing the information you received from Zach :)

    This is great to hear!

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  • Chris Sos

    Hey all,

    Thanks for your feedback. The native feature for Conditional Ticket Fields will be opening for beta testing very soon. Please keep an eye on the announcements.

    We expect that the feature will be generally available many months before the app is officially taken offline. There will be a self-serve guided migration flow - you won't have to recreate your rules or forms.

    More information is coming very soon!

    Chris

    1
  • BedBooking

    Hi guys,

    is any of you able to help me with the configuration of the "Conditional fields" app?

    I need to get an effect similar to the form on the Hotjar site:
    https://help.hotjar.com/hc/en-us/requests/new
    where after choosing an option (from the drop-down box) are displayed links to the knowledge base (Guide).

    0
  • Vladan Jovic

    Hi BedBooking Office,

    This performance is not related to the CF app.

    This is done by custom JavaScript so you will need a developer to accomplish such a thing.

    Hope this helps. 

     

    1
  • BedBooking

    @Vladan Jovic 

     

    Thank you for your help.

    0

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