Working with ticket fields

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9 Comments

  • Joe Sibley

    Can fields be dynamic or have logic?  For example, if I have a drop down of options to choose from and can each option create new and different fields to choose from?

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  • Brett - Community Manager

    Hi Joe,

    You'll want to look into the Conditional Fields App. which will allow for you hide and show ticket fields based on the previous fields selected. Keep in mind that this app is only available to customers on the Enterprise plan or if you have the Productivity Pack add-on.

    I've also attached our Using the Conditional Fields app which will walk you through step by step on how to set up this integration.

    Hope this helps!

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  • Heather R

    @Joe, if Conditional Fields doesn't work for you, I've had success with CloudSet also https://www.zendesk.com/apps/support/cloudset-conditionality/?source=app_directory

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  • Joe Sibley

    We have Enterprise, so we should be good.  Our use case is for HR, do you know what security risks using Conditional Fields poses? 

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  • Brett - Community Manager

    Hi Joe,

    There wouldn't be any security risks as the app only hides the ticket fields from the UI until certain conditions are met.

    Cheers!

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  • Joe Sibley

    So there is no storing our data with another company?

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  • Brett - Community Manager

    Hi Joe,

    This is a Zendesk published app that only affects the UI and doesn't store any of your data so no worries there :)

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  • Joe Sibley

    Thanks for your help Brett.  That helps put my mind at ease. 

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  • Maxim Kalinovich

    How can I show related articles for the custom field?

    Currently related articles are shown only for the subject field by default, but I want them to show for some other custom field instead. 

    My form will look like this:

    • Choose topic - Custom Dropdown Field
    • Choose sub topic - Custom Dropdown field

    After user chooses sub topic - show him list of relevant articles for this sub topic.

    After that, show him the standard Ticket submit form

    • Subject
    • Body
    • Attach a file
    • Submit button.

    The experience we are trying to mimic is already implemented here. SO how do we literally mimic this form:

    https://support.squarespace.com/hc/en-us/requests/new#choose-topic

     

     

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