Why do I get an "Unsaved changed" warning whenever I try to exit out of a ticket, even though I haven't made any changes?
This can happen if the Conditional Fields app is used to hide a multi-select field. Whenever the app hides a multi-select field, Zendesk sees it as an unsaved change, even if the multi-select field never had a value before.
Whenever the Conditional Fields app hides a field, it clears the field's value. This works without any issue for most Zendesk field types. However, multi-select fields use a different format on the back-end, so the "empty value" from the Conditional Field app does not match the "empty value" already stored in the field.
Zendesk interprets this as an unsaved change, even though the field is not actually changing. This is why Zendesk shows the following warning whenever an agent tries to close the ticket:
For example, in this demo account, the Conditional Fields app will show the "Favorite Genres" field whenever the "Favorite Color" field is set to "Green." The "Favorite Genres" field is a multi-select field.
When the "Favorite Color" field is set to a value other than "Green," the "Favorite Genres" field will be hidden by the Conditional Fields app. This means the app will try to set the "Favorite Genres" field to an empty value, which causes the unsaved changes warning to appear whenever the ticket is closed.
As soon as the "Favorite Color" field is set to "Green" and the "Favorite Genres" field is shown, the ticket behaves normally. You can see a demonstration of this behavior in the GIF below:
This behavior is just one of a few key conflicts between the fields and app, which is why multi-select fields are not currently supported in the Conditional Fields app. Our developers are aware of this issue, though, and they hope to address it in future improvements to conditional field functionality.