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

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72 Comments

  • Brett Bowser
    Zendesk Community Team

    @Lexi, as long as you set up these conditions for agents on the account then these fields will also show up conditionally for light-agents as well.

    @Scott, if you attempt to delete a field you'll receive the following pop-up asking you to remove this field from your conditions first:

    Hope this helps!

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  • Matt McLean
    Community Moderator

    Adding a "me too!" for matthewl's and Reshma's comments above…

    Specifically, we would really love the ability to mark certain fields as required for Agents to submit ticket UPDATES, not just SOLVE a ticket.
     
    It doesn't even need to be part of "conditional fields"…
    It might make more sense to add this option to each individual field, as in my mockup below:
    3
  • McCabe Tonna
    Community Moderator

    @Matt

    Not sure how comfortable you are with Zendesk Apps, but a sidebar app could take care of this. 

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  • Matt McLean
    Community Moderator

    @McCabe I assume you mean doing something like this:

    https://developer.zendesk.com/apps/docs/support-api/ticket_sidebar#ticket-save-hook-events
    "Notifying the user if the ticket is not saved
    When a ticket.save hook handler cancels a ticket save action, you can display a custom message in a notification box on the upper-right side of the Zendesk Support interface
    The custom message is displayed as an error notification, meaning that it's styled as an error and is persistent in the agent interface until the user dismisses it."

    Does anybody have an example of an app whose sole purpose is to prevent clicking Submit As until a particular field has been filled out? I don't want to reinvent the wheel here.

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  • McCabe Tonna
    Community Moderator

    So you need a listener on the custom field - which when changed will enable save, otherwise its disabled

    something like this

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  • Jon I.

    The new conditional Ui it's awesome. However, I can't understand why Multi-Selectionable fields can't be chosen as Conditionals. Can somebody explain me? Thanks!

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  • Bryce Radick

    I'm having an issue that I don't see in the comments. We have a fairly large set of custom fields for ticket categorization and would like to add these to the ticket form that customers fill out. I see where to do that, but my concern is that the language and some of the selections aren't customer-friendly. For instance, I don't want customers to see the categorization option "Fishing for a discount," but would like for them to see something with more friendly wording, "Request for a discount". I know that I could rename all of the selections to be customer friendly, but the issues there is that it would affect agent workflows negatively and there are also some categorizations that I don't want to have the customer see any version of, like "Promo code abuse". Our list of categories is also just too long – I wouldn't want to display them all to the customer. Is there any way to alias/mask the selections for end-users?

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  • Heather Rommel
    Community Moderator

    Hi @Bryce Radick,

    In Admin -> Manage -> Ticket Fields select the field you'd like to modify.

    On that screen you should have the ability to select permissions on the field to Editable or Read Only for end users... When you select one of those options, the ability to change the title shown to end users shows up. In this way, you can have your field show one thing to your Agents and another to the End user. 

    Modify at will!  :D

     

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  • Albert Aguilar

    Can you control the values showing for a ticket field based on what value you selected from another ticket field  ?

     

    sample:

     

    Ticket Field 1, has drop down values A and B

    Ticket Field 2, has drop down values C,D,E,F

     

    If you choose value A from Ticket Field 1, Ticket Field 2 will show drop down value C and D

    If you choose value B from Ticket Field 1, Ticket Field 2 will show drop down value E and F 

     

    Thanks,

    Albert

    1
  • Mindaugas Verkys

    Anyone found best workaround to replace Conditional field based on group?

    1
  • Jacob

    Mindaugas Verkys

    Please see the Best practices for creating ticket forms for groups section of the "Migrating to conditional ticket fields" article.

     
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  • Robert Li

    Is there a way to hide the "description" box? I know it's required however I think this would be a popular use case for submission pages.

    #1 For some of the questions, we encourage customers to refer to a documentation page first and if it doesn't help them, we can show them the "description" box.

    #2 For some issues, a description box is not enough and we want to show several input boxes with required info, such as links to the dashboard, their user id etc. We can't really customize any of this if the "Description" box is shown up front.

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  • Agnieszka Kulpinska

    Hi, it says in the guide here "Conditions for agents affect ticket fields that appear in the agent interface in Support. Conditions for end users affect ticket fields in forms that appear in the Help Center and Web Widget.". What will happen, if I don't select conditions for agents and will only apply conditions for end-users? Thanks

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  • Robbie Chasse

    On a single ticket we can have several claimant, up to and over 10 at times. I dont know the names of the claimants but in order to have a multi-line or single line condition it has to be exact. Please change this to allow for "if present".  I do not want to have to fill the ticket with a dozen fields if they are not needed. 

    1
  • Jacob

    Heads up to everyone asking about requiring fields on specific statuses or on all ticket updates, not just on solve. We've launched a new EAP called "Enhanced Field Requirements" to address this ask 🎉

    The Enhanced Field Requirements EAP gives you the ability to require conditional fields on submit as well as on specific statuses, not just “on solve”. This functionality ensures you can consistently get the data you need, only when needed, maximizing data capture and agent efficiency. For more details, check out the EAP page here

     

    Note - We are still accepting sign-ups for the next couple of weeks, but that doesn't necessarily mean your account will be added. Check out the sign-up topic here.

    3
  • Simonsen, Morten Achton

    I'm trying to show a numerical field, based on the value of a drop down field.

    I can only get it to work, if the numerical field is editable for end users - and not if it's a read-only for end users.

    Is that by design or have I missed something.

    1
  • Theodore Wolf

    Love the new interface! 

    Some feedback: it would be nice to be able to edit tags easier than it is now. We have a quite large form, and taking out each field and condition to modify the tag is quite a tedious process. 

    1
  • Christoph Kutz

    Hi,

    I'm searching for the option to add multiple conditions that need to be fullfilled in the parent field before the child field is displayed.

     

    For example: If the Issue type is X AND Product Model is Y, then  show Z.

    Right now this doesn't seem to be possible.

    2
  • Theodore Wolf

    Christoph Kutz

    Could you consider using a drop down field with a nested field? 

    https://support.zendesk.com/hc/en-us/articles/203661876-Organizing-drop-down-list-options

    Customer selects X :: Y conditionally Z

    I've never tried out a nested field in conditional fields before, so I am unsure how this would display.

    Cheers!

     

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  • Kevin Darby

    Is there a way to have two Parent conditions result in a field being displayed? Example: If Field A = PC and Field B = Crash then show Field C.

    Thank you.

    1
  • Mistyamber Reynolds

    I have multiple values in my field that would go in the "required" area.  Rather than creating multiple conditions, could I do "required: not blank"?

    2
  • Robbie Chasse

    For fields that are text box. I would like to set conditions. This currently only works if I know what the text is. Since the text is always different I would like the requirement to equal "Not Blank". Can you please make this happen?

    1
  • Matt McLean
    Community Moderator

    +1 for Robbie's idea (again!)

    It would be great if ALL the different places for conditions in ZD Support supported all of the same conditions.

    If Views, Triggers, Automations, Agent Workspaces, SLAs, and Conditional Fields (did I miss any?) all supported the same conditions, such as Robbie's idea for a text box having a value of "present"/"not blank", a lot of admins would be very happy indeed.

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  • Samuel Mosher

    It would be very helpful to have the ability to do one or the other with Conditions on drop-down fields:

    • Allow the condition to be set at the parent nesting level (e.g. Yes::Option 1, Yes::Option 2, No -> Set condition for Yes:: level) instead of having to select every single possible value
    • Allow for inverse conditions (if value is not No)

    We have a few ticket fields that have ~500 values, and almost entirely they are within a single nest group that needs the condition set. Because we can't set the top level condition or do an inverse condition, we end up with multiple ticket fields to ask the same question that could be contained within one field specifically to avoid creating hundreds of conditions for a single ticket form.

     

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  • Anthony DelCampo

    Is there no way to select if Value is not?

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  • Jacob

    @Matt McLean

    @Anthony DelCampo

    @Samuel Mosher

    @Robbie Chasse

    @Mistyamber Reynolds

    It would be great if ALL the different places for conditions in ZD Support supported all of the same conditions. If Views, Triggers, Automations, Agent Workspaces, SLAs, and Conditional Fields (did I miss any?) all supported the same conditions, such as Robbie's idea for a text box having a value of "present"/"not blank", a lot of admins would be very happy indeed.

    I can definitely see how this functionality would be valuable to admins. My team is aware of this feedback and we've started some preliminary investigation into long-term solutions/ strategies for providing these features within conditional ticket fields. At the moment, the implementation has not made its way on to our roadmap. In the meantime, the best way to cover these cases is to inverse the logic as many have already suggested (i.e. rather than creating logic "if value is not No", center the logic around the positive "if value is yes").

    I'll keep you all posted with any updates regarding this functionality from our side. Thank you all for the great feedback!

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  • Sergio Castro

    I want to create conditionals field´s tickets in a form, but when i use a ticket field and want use to create a  condition, don't show me all fields tickets, only show me some ones, why?, how can a visualized all fields tickets that i create or that appear in the account 

    1
  • Heather Rommel
    Community Moderator

    I have a similar issue to Sergio Castro -

    We only see some of our fields. The one I want to use for a condition is a Multi-Select field, and it's not showing as an option. I assume that's by design according to this part of the article. Will you be adding Multi Select fields in? I want to make it conditional that if one of the selections are selected, then another field shows up and is mandatory....

    Specify a field that you want to apply conditions to. This will be the “conditional ticket field.”

    These are the types of fields you can select and apply conditions to:
    • Drop-down fields (values selected)
    • Check boxes (checked or not)
    • Text fields (specific strings)
    • Multi-line text fields (specific strings)
    • Priority field (values selected)
    • Ticket type field (values selected)
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  • Wesley Shi

    Heather Rommel Sergio Castro

    I would also like to see support for Multi-Select fields in the conditions.  Please let us know if this is on the roadmap.

    1
  • JP Support: Mick

    I need AND feature with this conditional form...

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