The conditional ticket fields feature in Support replaces the Conditional Fields app. If you are currently using the app, we recommend that you migrate your conditional fields from the app to conditional ticket fields. We have built a wizard to make the migration easier and to guide you through the process. This article explains how to use the wizard and complete the migration. It also explains how to troubleshoot migration failures, if you encounter them.
We recommend that you migrate your account now because all apps built on the Zendesk App Framework, version 1, including the Conditional Fields app, will stop working after October 14, 2019. The Conditional Fields app will still appear in your account, but it will no longer function after this date. For more information, see Removal of Zendesk Apps framework v1.
Conditional ticket fields are available on the following plan types. All Guide plans, including Guide Lite, support the conditional ticket fields feature in Support.
- Plus or Professional with the Productivity Pack add-on
- Enterprise
- Elite
If for some reason you aren't sure whether the Conditional Fields app is installed on your account, you can find out by going to you admin settings and checking under Apps > Manage. If the Conditional Fields app is installed, it appears on the Currently installed tab.
This article includes these sections:
- About conditional ticket fields in Support
- Preparing to migrate from the Conditional Fields app to Support
- Best practices for creating ticket forms for groups
- Migrating conditions from the Conditional Fields app to Support
- Troubleshooting migration failures for conditional ticket fields
Related articles:
About conditional ticket fields in Support
If you have already migrated your account (or didn't need to migrate at all) or are looking for information about what conditional ticket fields are and how to use them, see Creating conditional ticket fields in Zendesk Support.
Preparing to migrate from the Conditional Fields app to Support
There are few things you need to do in the Conditional Fields app before you migrate to conditional ticket fields to Support. If you don’t, the migration fails and errors appear in the migration wizard. However you may want to try running the migration wizard first without doing these things, to see if any action is actually needed.
Before you migrate
Do these things in the Conditional Fields app before you migrate:
-
From the Conditional Fields app, delete conditions for groups.
-
Make sure your conditional ticket fields are end-user editable, or delete the conditions.
In order to do this, go to the Conditional Fields app and open your conditions for end users. Take note of all the fields that are listed under Conditions in this form (do this for each ticket form, if you have more than one).
Then, go to your admin settings in Support, under Manage > Ticket Fields. Make sure that all of the fields that were listed under Conditions in this form (in the app) are marked Editable for end users.
-
From the Conditional Fields app, click Save button in the lower-right corner to update your conditional ticket fields.
Best practices for creating ticket forms for groups
The Conditional Fields app allows you to apply conditions to groups, which often results in less than ideal ticket form configurations. With conditional ticket fields, you aren’t allowed to apply conditions to groups. If you already have conditions applied to groups (from the app), you need to make some adjustments to your account.
Keep in mind that, in Support, agents assign a ticket to a group or agent from the Assignee field in the ticket interface. The Assignee field is a type of ticket field called a system field. System fields appear in the agent interface and most of them cannot be removed (Priority and Type are exceptions). You cannot add Assignee to ticket forms. As a result, there is no way to create conditional ticket fields based on assignees, including groups.
Since the app was built, we have added features to Support that allow you to control what ticket fields and ticket forms are presented to agents based on their groups. For example, if you want to control which ticket fields appear in ticket forms, you can set up conditional ticket fields. If you want to control which ticket forms (and by extension which ticket fields) agents in certain groups see, you can set up contextual workspaces.
When creating ticket forms for groups, follow these best practices:
- Create additional ticket forms for specific groups. Even if you already have multiple ticket forms, you may still need more.
- Use existing or new custom fields (for example, category or subtype) to build ticket forms with conditions.
- Use multiple ticket forms. If you are using the Conditional Fields app and have a single ticket form with many conditions applied to groups (from the app), this is not an ideal configuration.
Migrating conditions from the Conditional Fields app to Support
Before you click Proceed in the migration wizard, make sure you are ready to migrate. This is important because once you complete the migration, there’s no way to go back to using the Conditional Fields app.
This procedure assumes that you have the Conditional Fields app installed and enabled. If you have the Conditional Fields app installed and disabled, the text in the wizard will be slightly different than what is shown here. You can use the wizard without migrating your conditions, if you want to. However, it’s important to note that you will not be able to migrate your conditions later on.
To migrate conditional ticket fields from the app to Support
- In Support, click the Admin icon (
) in the sidebar, and then navigate to Manage > Ticket Forms.
- Click Get started.
Note: The Get started button only appears if you have the Conditional Fields app installed and haven’t migrated yet.
The migration wizard displays.
- Carefully review the information in the migration wizard and make sure you have completed any necessary preparation work in the Conditional Fields app, and then click Proceed.
Wait for the migration to complete (approx. 1 minute). If the migration fails, see Troubleshooting migration failures for conditional ticket fields (below).
- After the migration is complete, click Return to ticket forms and review the conditional ticket fields to make sure that they are working as expected.
To view your conditional ticket fields after the migration, move the cursor over one of the ticket forms until you see the hidden text on the right and then click the conditions. Do this for each ticket form. For information about adding, removing, and editing conditional ticket fields, see Creating conditional ticket fields in Zendesk Support.
Troubleshooting migration failures for conditional ticket fields
Migration to conditional ticket fields can fail for a variety of reasons. If your migration fails, use the information in this section to help troubleshoot the problem.
If you can’t troubleshoot the problem on your own, please contact us at support@zendesk.com. Please include a screenshot of the error message you received, so that we can help you more quickly.
Conditions with the “Group” field
|
Problem |
Migration fails when the Conditional Fields app includes conditional ticket fields that are based on the Group field. Note: The conditional ticket field feature in Support does not support the Group field.
|
|
Solution |
From the Conditional Fields app, delete conditions that include the Group field, and then try migrating again. |
Ticket field is deleted or no longer on a ticket form
| Problem |
Migration fails when the Conditional Fields app includes deleted ticket fields on a ticket form, or ticket fields no longer on a ticket form.
|
| Solution |
From the Conditional Fields app, click Save to update your conditional ticket fields, and then try migrating again. |
Ticket fields is not end-user editable
| Problem |
Migration fails when the Conditional Fields app includes conditional ticket fields that are based on ticket fields that are not end-user editable.
If you have end-user conditions based on ticket fields that are currently agent only they will not show up in Conditional Fields app condition builder. This makes the conditions impossible to remove or edit. To fix this issue, go to each invalid ticket field and change the permission from Agent only to Read only for end-users. After doing this for each invalid ticket field, refresh the page and navigate to Conditional Fields app to remove the conditions. You can then go back to the fields and make them Agent only again. |
| Solution | From the Conditional Fields app, change conditions to be end-user editable, or remove those conditional ticket fields, and then try migrating again. |
18 Comments
Is this compatible in IE11 now? Our internal employee helpdesk customers are on a company image that contains IE11 as their primary browser (as well as other external users on managed corporate systems). If not, we will need to go through a company-wide upgrade to ensure the IE11 issues (ie, no form fields showing) does not happen.
HI Ben -
The product manager says that this does work with IE11 today, however, there are some known formatting issues on the admin page. These are high priority to be fixed. You should be able to use it, but it may look a kind of wonky for a little while.
Hi Nicole,
It sounds like I may have some time to migrate while the “wonky” formatting issues are resolved? If so, will those fixes be announced on this article?
Thanks for the clarification,
Ben
Hey Ben -
Yes, we'll be sure to announce those fixes here. The product manager is meeting with the devs this week and hopes to have a general ETA for it after that meeting. Thanks for your patience!
The original app required custom code added to document_head.hbs for end-user conditional fields. Should this code now be removed?
@Virginia and Ray you can remove the code snippet once you've migrated over to the new conditional ticket fields feature. Otherwise once the app has been officially been deprecated the code should just stop working.
Cheers!
Why is it a requirement that fields be end-user editable??
This breaks the majority of our forms and conditions. The conditional requirements are for our agents. These are for reporting purposes, and in some instances to display information to end users, but none of our fields should be allowed to be edited by end users.
For us it's an absolute no-go to make the fields end-user editable. They are there just for the agents and are used for reporting and making sure the right person is working with the right tickets.
Will this change?
I tested in the sandbox and it fails, the fields must be end user editable. This is a no go for us.
Hi Zendesk,
I'm not sure how does the solution for the issue with end-user editable fields work.
If I make agents only fields temporarily view only for end users, migrate to CF and then fall back again to agents only fields mode - does it work? Should all be fine? I have a lot of fields and would like to do it once and 100% correct :)
I tested making the fields user editable and then upgrading in our sandbox and it will not allow them to be made read only or agent only again after the upgrade.
Agree with the others above, this is a no go if the ticket fields have to be end user editable.
+1 to the request to allow "read-only for end users" for conditional fields.
So I tested in sandbox and found that I didn't have to change the conditional fields to end-user editable before doing the migration.
Can someone from Zendesk please elaborate on why this would be a requirement?
Screenshots from my sandbox after migrating to CTF.
The conditional ticket fields are still only editable by agents.
Agree with the above. This feature is unusable for us when we have to make all fields end-user editable. Is this gonna change? When can this change be expected? Before the app expires?
Hey All!
It seems there is some underlying confusion regarding the requirements that your Conditional Ticket Fields are end-user editable.
Please note that this requirement only applies to the migration from the Conditional Fields App to Conditional Ticket Fields. Once you have completed the migration you are free to set the fields as Agent only again.
@Chris, the requirement only applies to Ticket Fields that are part of your Conditional Fields App rules - if they are not part of your CF App rules then you are free to complete the migration.
As I see some comments stating that they were unable to get this to work after the migration, can you please try clearing your cache and cookies?
For reference, I was able to complete this in my own account with an Agent only field:
I was able to add this both as a Condition and Field to Show:
I just successfully migrated our conditional fields from the app to the integrated option and I did not make any of my conditional fields end-user readable or editable. Specifically, I'm using 9 conditional fields set to "Agent only" and all 9 migrated without any errors.
Just to clarify my earlier comments "Agent Only" fields will upgrade. It's "Read-only for end users" that will not. After much discussion, we decided to make these fields "Editable for end users" and proceed with the upgrade.
This is not ideal for us as the fields are intended to display information once we have connected services for them and should not be able to be changed by end users, however since the service details are also provided in the ticket notes by our agents which cannot be changed we opted to go ahead with the upgrade.
These fields also cannot be changed after the upgrade, below is the error received. Our other option would be to remove the conditions and display all fields to End Users but the current setup is only showing fields relevant to the request type.
Please sign in to leave a comment.