Creating conditional ticket fields in Zendesk Support (Professional Add-on and Enterprise)

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31 Comments

  • Deidre Jones

    Zendesk conditional fields doesn't allow me to add fields that are already used in separate conditions on the same form. Some of our workflows are status based. When a certain status is selected then field 1, field 2, and field 3 display. When the ticket goes to the next status field 4, field 5, and field 6 display. When the ticket moves to the next status I need to display field 1, field 2, field 5,field 7, and field 8. To use the Zendesk conditional fields I will have to create duplicate and triplicate fields to conform to what we have now. 

    I hope this feature can be added before the conditional fields app is deprecated. If not we will be back to 96+ forms. Also, contextual workplaces isn't an option because of how our tickets move to different departments. 

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  • matthewl

    Hi there,

    While trying out the new built-in Conditional Fields in Sandbox mode, I notice that I am unable to replicate one particular important function which the current Conditional Fileds V1 App allows me to do.

    • Making a field Required makes the field Required to submit"Agent" cannot submit the request until they complete the required field.
    • The "Submit" button will be greyed out until an Agent fills up the Required field.

    How do I replicate this function with the new built-in Conditional Fields?

    I am very reluctant to do the migration at the moment until I have a clearer picture of this matter.

    Please advise

    2
  • Brett - Community Manager

    Hi Matthew,

    Currently there's no way to replicate this with the built-in conditional fields. However, this feedback was brought up during the EAP for this feature. I've reached out to our Product Managers and they confirmed that they are looking into ways to resolve this limitation long term.

    Thanks for sharing this feedback with us :)

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  • McCabe Tonna

    Thanks Amy,

    TY for including search ability + clone ability for these. 

     

    Also agree with Matt

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  • Justin Federico

    Will there be any granularity added to this feature?

    We use a third party app to expose particular drop-down options in a ticket field when a condition is met rather than just the ticket field itself. This feature would allow us to replace the third party app with this native conditional ticket fields functionality. 

    2
  • Ola Timpson

    We would also love to be able to show/hide options within a field based on the contents of another field.

    2
  • Brett - Community Manager

    Hey Justin,

    There is no plan to include this functionality in the conditional fields feature at this time. If you're looking for this specific functionality you'll want to utilize solutions provided by our partners such Cloudset or your existing app to fill that gap. I've passed this feedback along to the appropriate team for you as well :)

    Cheers!

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  • Justin Federico

    Thanks Brett. We are currently using Cloudset.

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  • Brett - Community Manager

    Happy to help Justin :)

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  • Josh Keller

    I'd love to be able to use Multi-Select fields as parent fields in conditions. So if the user selects multiple options in this parent field, child fields for each of those options should appear.

    But overall I think this new UI is much easier to deal with than the v1 version. Thanks!

    1
  • Darren Taylor

    Newly created ticket fields are not showing up under the "Then show these fields" drop down?

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  • Ryan Mumby

    One use case I don't seem to be able to find a solution for (but maybe I'm missing something), is making end-user fields required. I don't really need conditions per se, but the CTA was the only way we were able to make certain fields required only on specific forms. We have some ticket fields that are shared on many forms, but aren't required on many of them.

    We used to make it required for an end user to submit, but have the conditional open up on ANY of the parent drop-down list options.  It doesn't seem to allow for this without making the parent also editable now (even though we've got all options... including NULL set to show the fields and require them).

    I'm sure we must not be the only ones who want to set fields to be required only on specific forms, and this used to be the best way to do it. Any ideas on this?

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  • Brett - Community Manager

    @Darren you may need to do a quick browser refresh for these fields to show up. If that doesn't resolve the issue, are you setting this up for agents or end-users? Can you confirm that these fields are visible to end-users?

    @Ryan this is not something that is available with the new conditional ticket fields feature unfortunately. I'll pass your feedback along to the appropriate team since I can understand why this would be useful on your end. In the meantime, you may need to create a separate ticket field for each form and make the appropriate fields required.

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  • Darren Taylor

    @Brett so they did show up eventually. I guess there is a slight delay in them updating.

    Thanks

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  • Brett - Community Manager

    Awesome news Darren :) Glad they showed up!

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  • Melanie Halse

    Just migrated to the conditional fields integrated feature, and we love it!  So much easier than the conditional fields app! 

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  • Brett - Community Manager

    That's great to hear Melanie :)

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  • Amber Barnes

    For making fields required, it only allows us to make ticket fields that are conditional of another ticket field required. With the Conditional Fields app we are able to select Group and then make any ticket field required at that point (does not need to be a condition of another ticket field).

    I was aware of Groups being removed as a condition when I got a demo last year. I was under the impression though after that demo and conversation that our solution would be to move to a forms based approach and create a form per process that requires different ticket fields. I was happy with this since Zendesk appears to be becoming more forms-centric (with this and contextual workspaces) and was good with that approach.

    This however is not the case I am seeing now, unless I am overlooking something?

     

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  • Milton

    Is it only users with the Admin role who can see/edit these conditions?

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  • Brett - Community Manager

    @Amber I'm not quite sure I understand the issue you're experiencing on your end. Are you receiving any sort of error when you attempt to make this field required?

    @Milton only Admins on the account can set conditional fields. 

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  • Amber Barnes

    @Brett - no error. I just want to be able to make a field required in a specific form, right off the top. This new functionality only allows me to do this to a ticket field that is conditional to another ticket field.

    With the app, I am able to choose a group, and then make a ticket field required from there (no ticket fields conditional to another ticket field). I understand you are not able to do conditions based on groups anymore which is fine, but would be nice to have this functionality replaced on the form level, whether conditional fields exist or not.

    Does it make sense this way?

     

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  • Brett - Community Manager

    @Amber that does make sense. Thanks for clarifying :) I did some testing and you're correct, you cannot make the field required unless it's a condition of another ticket field. I'll pass your feedback as well as your use case along to the appropriate team in charge of this feature. Thanks for bringing this up!

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  • Reshma Patel

    @Brett in response to your comment related to the below:

    • Making a field Required makes the field Required to submit"Agent" cannot submit the request until they complete the required field.
    • The "Submit" button will be greyed out until an Agent fills up the Required field.

    Do you know if the product team is planning on introducing that functionality prior to the deprecation of the conditional fields app?  Hoping to wait till that functionality is native, but if there is no plans on it prior to the deprecation, we will need to start looking at building something custom. Please advise. 

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  • Brett - Community Manager

    Hi Reshma,

    Just so we're on the same page, are you also looking to have a ticket field required at the top level when using the native conditional fields feature? Or is there something else you're looking to have available? 

    Just want to make sure so I can get the correct information from our Product Managers :) 

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  • Reshma Patel

    I believe it's the same.  Currently we can make a field required on save or submit on the agent side though the conditional field app. This is extremely useful to ensure tier 1 teams are completing required fields prior to escalating to a tier 2 team.  The new CTF does not have this functionality.

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  • Brett - Community Manager

    Thanks for confirming Reshma!

    This limitation is something our product managers are aware of and are currently looking into. However, we don't have any additional information to provide at this time.

    I've passed your feedback along so they're aware of your interest :)

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  • Chris Clark

    Hi -

    I'd like to display a block of text in response to a condition being met. e.g. a customer selects a reason for contact, and we show a sentence of text like "Did you know you can make that change yourself [here]?"

    I can't figure out how to do this, as I can only show a field in response to a condition being met, and I don't believe there is a type of field that is a "display only" block of text. Any ideas how I might be able to cobble this together? Seems like a very sensible use case for conditions!

    Thanks!

    1
  • Brett - Community Manager

    Hi Chris,

    In its current state, the conditional fields feature can only show an additional field once the condition has been met. Unfortunately, there's no way to display a block of text outside of using custom code in your Help Center.

    If this is something you're interested in, I encourage you to create a feedback post in our Support Product Feedback forum. This will help provide visibility to both our Product Managers as well as other users in need of similar functionality.

    Thanks for taking the time to share this with us!

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  • Lexi Pearson

    How does this work with Light Agents ?? Our current issue is that we implemented the Conditional Fields App but it only applies to Agents when they are creating a ticket. We use Zendesk for our internal change management system and need the Light Agents to have fields that conditionally appear when choosing a specific ticket. Will this be possible in the built in ??

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  • Scott Franke

    I'm curious how this new functionality handles removal of ticket fields from a form or field options from ticket fields, especially when those are used in a condition. The CFA had some issues with this as outlined in this article https://support.zendesk.com/hc/en-us/articles/231929007-Conditional-Fields-app-What-you-need-to-know-BEFORE-you-edit-or-remove-ticket-fields

    Has anyone experienced similar issues using the new functionality or is this solved for in another way?

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