We’re excited to announce that we’ve built Conditional Ticket Fields into Zendesk Support. This new feature allows users to create ticket forms with fields based on conditions, helping to ensure a better user experience, cleaner data, and easier set up and editing.
If you’re already using the Conditional Fields App, you can automatically migrate your conditions directly to their respective ticket forms, often with just one click.
The Conditional Fields App will be available until October 14, 2019 when we deprecate version 1 of the Zendesk App Framework.
The new functionality will start rolling out to customers on May 13th. The rollout will be complete in approx. two weeks.
This annnouncement contains these sections:
Why did we make this change?
Before this feature was built, conditionality in ticket forms was handled via the Conditional Ticket Fields App (CFA). While it is one of our most popular applications, it does have a few drawbacks:
- Multi-step and unintuitive set up
- Not supported outside of the browser
- Child fields and required fields were not flexible enough to be reused across multiple forms
- Limitations on providing a clean end user, agent and admin experience
With Conditional Ticket Fields now built into Zendesk, you can create, edit, duplicate and delete conditional ticket fields within the context of a ticket form. This reduces the number of steps admins need to go through to setup conditional fields. There is now a public API for developers, and endpoints like Web Widget. We expect the Support Mobile App to be supported later this year.
How does it work?
Conditional ticket fields give you a lot of control over which users see which options and how they can complete the form.
You can now set up conditions based on the audience (e.g. agents or end users).
For each field the user completes, you can also designate conditions to show additional fields to gather more specific information.
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.
For more information, see these articles:
What do I need to do?
If you’re currently using the Conditional Fields App, you can get started with migration by following these steps:
- Login to Zendesk Support and navigate to Settings.
- Click Ticket Forms.
- Click Proceed to begin migration.
If you’re not currently using the app, simply migrate to the Ticket Forms page (Settings > Manage > Ticket Forms) to get started.
When will this be available in my account?
We’ll be rolling out Conditional Ticket Fields to eligible customer accounts starting May 13th. If you don’t see the feature in your account, check back soon!
This new feature will be available to the same customers who had access to the Conditional Fields App: Plus or Professional with the Productivity Pack add-on, Enterprise, and Elite.
Guide customers will be able to use the new feature as long as they are on a Support plan that offers native conditional ticket fields.