This article describes how to make a conditional field a required ticket field. It also explains how ticket field and ticket form requirement settings in your admin settings affect each other. You must be an administrator to make conditional ticket fields required.
Conditional ticket fields are available on the following Zendesk Support plans: Plus or Professional with the Productivity Pack add-on, Enterprise, and Elite. All Guide plans, including Guide Lite, support the conditional ticket fields feature in Support.
This article includes these sections:
- Finding requirement settings
- Ticket field requirement settings
- Conditional ticket field requirement settings
- Making conditional ticket fields required
- Resolving unexpected alerts about required fields
- Migrating to conditional ticket fields (Professional add-on and Enterprise)
- Creating conditional ticket fields in Zendesk Support (Professional add-on and Enterprise)
- Creating ticket forms to support multiple request types (Professional add-on and Enterprise)
- Presenting ticket forms to end users (Professional add-on and Enterprise)
Finding requirement settings
There are ticket field requirement settings in more than one place. Some are in your Ticket Fields and Ticket Forms admin settings. If you want to make a conditional field required, you will need to check the requirement settings in both places to make sure everything is set up the way you want it.
For example, here is what you see in your Ticket Fields settings. For example, go to Manage > Ticket Fields, and then open the ticket field for editing.
And here is what you see in your conditional ticket field settings. For example, go to Manage > Ticket Forms, and open the conditions for one of your ticket forms.
Ticket field requirement settings
You can select these settings from your Ticket Fields admin settings.
Required to solve a ticket
Required to submit a ticket
Required to solve a ticket and Required to submit a ticket are settings on ticket fields (from Manage > Ticket Fields). They can be overridden by conditional ticket fields.
On conditions for agents:
On conditions for end users:
Conditional ticket field requirement settings
You can select these settings from your conditional ticket field Ticket Forms admin settings.
Use the Required drop-down list to specify when the field is a required field. By default, Required reflects the requirement setting on the ticket field (from Manage > Ticket Fields).You can manually clear the Required field, if you want to, which will make the ticket field optional on the ticket form.
Selecting Always makes the field required in all cases, regardless of ticket status.
Note the following about how this settings works:
Selecting Never clears all of the ticket statuses in the list (When new, When open, When pending, When on-hold, When solved), including Always.
These are ticket statuses. If selected, the ticket field is required when submitting the ticket with this status.
Making conditional ticket fields required
Before you proceed, make sure you reviewed the rest of the information in this article and understand how ticket field and ticket form requirement settings affect each other.
You may want to open the ticket field for editing (from Manage > Ticket Fields) and note whether Required to solve a ticket or Required to submit a ticket are selected.
To make conditional ticket fields required
- Create a new condition for the ticket field, or open an existing condition for editing from Manage > Ticket Forms.
- Click the Required field.
- From the drop-down list, select the requirement settings you want to use.
Make sure you understand how the requirement settings you noted in step 1 will affect the behavior of your conditional ticket field. Clear any settings you don’t want to use.
- If you are adding a new condition, click Add. If you are updating an existing condition, click Update.
- Once you are done, remember to click the Save button to save the changes to the ticket form. Otherwise, your changes are lost.
Resolving unexpected alerts about required fields
Your agents may encounter situations where they try to submit a ticket, but they encounter an alert that states that a particular field is still needed. For example, something like this:
This can happen even though the field didn’t appear to be required, and may leave you and your agents feeling confused about why the alert appeared at all.
The default ticket behavior may create a circumstance where a field becomes required, even though it wasn’t originally marked in the ticket interface as required (with an asterisk).
If you have questions about default ticket behavior (sometimes called “inborn system rules”), we recommend that you review About inborn system ticket rules to get a better understanding about how they work.
Let’s say you have a group with only one agent in it. Then, you create a new ticket that is routed to the group by a trigger. The ticket status will automatically become Open (instead of New) and the agent will become the assignee (instead of the group).
If there is a conditional field that is required When Open, you will see an alert when you try to submit the ticket as New, if the required field was not filled out.