Migrating to conditional ticket fields (Professional add-on and Enterprise)

Fastpath: Admin > Manage > Ticket Forms

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
• About the ZAF v1 EOL Extension
• 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:

• Creating conditional ticket fields in Zendesk Support
• Using the Conditional Fields app

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.

About the ZAF v1 EOL Extension

This article assumes that you have the ZAF v1 EOL Extension. If you don't have the extension and need it, see the Extension Requests section in Removal of ZAF v1 apps.

Note the following about the information in this article:

• If you have the ZAF v1 EOL Extension, all of the information about preparation and troubleshooting described in this article applies to you.

• If you don’t have the ZAF v1 EOL Extension, you will still run the migration wizard, but you cannot perform the preparation tasks described in this article. The error messages described in the troubleshooting section will also not appear for you.

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

1. In Support, click the Admin icon () in the sidebar, and then navigate to Manage > Ticket Forms.
2. 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.

3. 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).

4. 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 and then click the menu icon () on the right side when it appears. Then click 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 [e-mail]. 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. If that doesn't work, select Save and Generate rules for Help Center and then trying to migrate 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.