
You can create conditional ticket fields to control the appearance and behavior of ticket fields in ticket forms. For example, you can limit the number of ticket fields that appear in ticket forms, and control the sequence in which ticket fields are presented to end users.
This article includes these sections:
Using conditional ticket fields
With conditional ticket fields, only the fields that you want agents and end users to see appear in ticket forms. Initially, only a few fields appear in the form. As the user fills in their answers, the form progressively adds sub-fields based on the users’ answers. This helps you collect more granular and relevant information about their problem or request.
For example, when you add a condition to a ticket form, you specify whether the condition is for agents or end users.
Conditions for agents affect ticket fields that appear in the agent interface. Conditions for end users affect ticket fields in forms that appear in the Help Center and Web Widget.
By limiting the number of fields that initially display, you make it so that agents and end users complete only the fields that are required or relevant fields. This results in a better experience and time-savings for both end users and agents.
About conditions and conditional statements
A conditional ticket field is a ticket field within a ticket form that only appears to agents and end users some of the time, under certain circumstances. Those circumstances are defined by the admin in a condition (or condition statement), which is an if-then statement, or rule, that is associated with a specific ticket form.
For example, notice that the words if and then are used in the interface where the admin creates a condition for end users.
The same thing happens with conditions for agents. If-then statements are always part of creating conditions.
It's important to note that Required is different depending on whether the condition is for an end user or an agent (see the screenshots above). For more information about these differences, see Making conditional ticket fields required.
This table explains the parts of a conditional statement in more detail.
Setting | Description |
---|---|
When filling out this field |
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:
|
If value is |
Specify the value that the conditional ticket field (as defined in When filling out this field) must be in order for other fields to appear in the ticket form. |
Then show these fields |
Specify fields that will appear when the conditional ticket field (as defined in When filling out this field) is set to the correct value (as defined in If value is). You can specify any fields on the ticket form, except for:
|
Required |
For information about making a conditional field required, and how ticket form requirement settings in your admin settings affect each other, see Making conditional ticket fields required. |
You can't apply conditions to the system fields described in About ticket fields, except for Priority and Type. You also can't apply conditions to these type of custom fields described in Adding custom fields to your tickets and support request form:
- Multi-select
- Numeric
- Decimal
- Date
- Regex
Adding conditional ticket fields to ticket forms
Adding conditions to ticket forms creates conditional ticket fields that agents and end users encounter when they complete a ticket form. Each form can have up to 1500 conditions per user type.
To add conditions to ticket forms
- Click the Admin icon (
) in the sidebar, and then select Manage > Ticket Forms.
- Move the cursor over the ticket form that you want to add conditions to and then click the menu icon (
) on the right side when it appears.
- Click Conditions.
A new page appears.
- From the Conditions for drop-down list, choose a type of user (Agents or End users).
- To view the conditions that are already on the ticket form, click the expand icon (
) to expand the sections.
You can edit, duplicate, and delete conditions at this stage also, if you want to.
- Click the Add condition button.
- In the dialog box that displays, create a conditional statement by defining these items. When you are done, click the Add button to add the condition to the ticket form.
- When filling out this field
- If value is
- Then show these fields
- Required (see Making conditional ticket fields required)
The Add another check box causes the dialog box to remain open after you click the Add button, so that you can continue to add another condition, if needed.
- Once you are done, remember to click the Save button to save the changes to the ticket form. Otherwise, your changes are lost.
Editing, duplicating, and removing conditional ticket fields on ticket forms
You can edit or remove conditions on ticket forms. You can also duplicate an existing condition, edit the duplicate, and then save the duplicate as a new condition on the same ticket form. However, you can't copy and paste a condition into another ticket form.
Use these icons:
|
Use the edit icon to change a condition. Make your changes in the dialog box that appears, and then click the Update button. |
|
Use the duplicate icon to duplicate (copy) a condition. Modify the duplicate in the dialog box that appears, and then click the Add button. The reason you have to modify the duplicate is because the If value is part of the condition statement must be unique (you can’t use the value in another condition on the ticket form). |
|
Use the delete icon to delete a condition. |
How conditional ticket fields are saved
Selections from conditional ticket fields are retained while you remain in the ticket, even if you make a field invisible, or change the ticket form. However, when you submit the ticket, only the fields that are visible are saved. If you exit, then re-enter a ticket, any unsaved field selections are not retained.
If you want to save all conditional ticket field selections you make on a ticket, you must submit the ticket while each field you want to save is visible.
Example:
You have three drop-down ticket fields, Parent, Child 1, and Child 2.
- From the Parent drop-down list, select Show child 1 and select Susan for the Child 1 field value.
- Without submitting the ticket, select Show child 2 from the Parent drop-down list and select Peter for the Child 2 field value.
- With Show child 2 selected, submit the ticket.
Show child 2 and Peter are saved. However, you can select Show child 1 and see that the value Susan is retained.
- Without submitting the ticket, exit and re-enter the ticket.
Now, under Show child 1, the value Susan is empty. This is because you never submitted the ticket and saved this value while Show child 1 was displayed.
- With Show child 1 displayed, and Susan selected, submit the ticket to save these values.
Now, whenever you exit and re-enter the ticket, the values for both Show child 1 and Show child 2 are retained because you submitted the ticket and saved each of these values while they were visible.
Using conditional ticket fields with the Web Widget
If a ticket form includes conditional ticket fields, and ticket forms are enabled in the Web Widget from your admin settings, conditional ticket fields are presented to end users in the Web Widget.
The Web Widget supports most native conditional ticket fields (but not from the Conditional Fields app). The Priority and Type fields are not supported in the Web Widget. If you apply conditions to these fields, they appear in the agent interface and in ticket forms that appear in the Help Center, but not in the Web Widget.
To confirm that tickets forms are enabled in the Web Widget
- Click the Admin icon (
) in the sidebar, and then select Channels > Widget.
For more information about using ticket forms in the Web Widget, see the section about ticket forms in Configuring components in the Web Widget, and Using custom ticket fields and ticket forms with the Web Widget.
81 Comments
@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!
Adding a "me too!" for matthewl's and Reshma's comments above…
@Matt
Not sure how comfortable you are with Zendesk Apps, but a sidebar app could take care of this.
@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 interfaceThe 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.
So you need a listener on the custom field - which when changed will enable save, otherwise its disabled
something like this
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!
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?
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
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
Anyone found best workaround to replace Conditional field based on group?
Mindaugas Verkys
Please see the Best practices for creating ticket forms for groups section of the "Migrating to conditional ticket fields" article.
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.
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
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.
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.
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.
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.
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.
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!
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.
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"?
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 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.
It would be very helpful to have the ability to do one or the other with Conditions on drop-down fields:
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.
Is there no way to select if Value is not?
@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!
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
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....
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.
I need AND feature with this conditional form...
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