Making conditional ticket fields required

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11 Comments

  • Thomas D'Hoe
    Community Moderator

    Is this GA?

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  • Nicole S.
    Zendesk Community Team

    Hey @...- yes, this is now GA. It's rolling out over the course of a couple of days, so if you're not seeing it yet, you should soon. Let us know if you have any other questions!

     

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  • Naomi Watnick

    How do you make a field conditional required when another field (an optional drop-down) is selected?  But required upon solve if the drop-down is not selected.  When I tried making it conditional for the drop-down, it erased it from the form (until that drop-down was selected).

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  • Heather Rommel
    Community Moderator

    Naomi Watnick,

    If I'm reading your post right, that's how it's intended to work. It will only show the field if the selection is present in the previous field....

     

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  • Naomi Watnick

    Right - we'd like to have it optional until solve... Unless an agent selects a drop-down where we need that information.

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  • Naomi Watnick

    Another way to explain is to add a condition on a drop-down that upgrades the other field from "Required = Solved" to "Required = Always"... This is our "Cause" field and is required for ALL tickets at solve.  However, if someone does a feature request (the conditional drop-down), we want the "Cause" field to be required in order to have the right data in our Target app (Asana).  This happens before the ticket goes in a Solved state. 

    When I tried adding this like this article points out, all tickets which needed a Cause at solve (and weren't feature requests) were stuck and unable to be solved (since the conditional makes the field hidden until required).

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  • Samir Sarkar

    When a text field A is not null then field B will be visible.is it possible ?

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  • Samir Sarkar

    Can I store a placeholder value {{ticket.via}} in a field named Ticket Source while creating a ticket ?

     

    I was able to figure it out.

    Thanks 

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  • Gail L
    Zendesk Community Team

    Glad to hear you got it figured out Samir :)

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  • Aysan Haghani

    Hi, 

    I can make conditional fields work in a form and force agents to fill out the fields when submitting a new ticket, But this doesn't work in a case that ticket has been created in another form and changed to the form ( with conditional fields) Any recommendation?

    Thanks

      

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  • Elaine Hilario
    Zendesk Customer Advocate

    Hi Aysan,

    You can make use of a notification trigger that will fire when your agents were not able to fill out the required conditional fields upon updating the form from one without conditional fields to one with conditional fields.

    To set this up, kindly see the Conditions and Actions as a guide for this notification trigger:

    The Default Ticket Form is my form with conditional fields. Priority, Complexity, and Store ID are the conditional fields that needed to be filled out.

    So the conditions for the notification trigger above meant that:

    If the ticket has been updated, AND the form has been changed to Default Ticket Form, AND Priority OR Complexity OR Store ID field has not been filled out (-), THEN assign the ticket to the agent who updated the ticket AND notify the agent via email with the following email subject & email body (You can use freehand for the email subject and body).

    Hope this helps! Cheers!

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