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

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45 Comments

  • Brett - Community Manager
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    @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
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    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:
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  • McCabe Tonna
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    @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
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    @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
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    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.
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    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
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    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
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    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
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    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

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

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  • Jacob
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    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
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    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
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    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
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    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. 

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  • Jacob
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    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.

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