Making conditional ticket fields required

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19 Comments

  • Thomas D'Hoe
    Community Moderator

    Is this GA?

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  • Nicole Saunders
    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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  • William Grote

    How do I make the parent field to the conditionals required for an agent?

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  • Heather Rommel
    Community Moderator

    Hi William Grote,

    You can set a parent field to required on the field level. Admin->Manage -> Ticket Fields

    Select the field and then select Required on solve. Then based on your conditional fields, it will pop open the next field(s) for the user to fill out. Make sure you mark those as required on solve from within conditional fields app, not at the field level.

    Hope this helps!

     

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  • William Grote

    Heather thanks!

     

    Just to clarify, this is all for Agents / Light agents filling out tickets within the Agent GUI - not for end users - these are internal only tickets that I need to have required fields in - will this still work?

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  • William Grote

    Many of the fields I want to be required for agents to fill out are not needed for SOLVE - but for SAVE / SUBMIT /UPDATE

    I want to make sure agents enter values in the fields (as part of a checklist for example), and that they are not able to submit a new ticket until those field values have been selected

    With the new conditional field app, you get EXACTLY the granularity desired, but only if the field is conditional, how can I get the same control for a parent field - at the agent interface level?

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  • William Grote

    In this example, the field I want required is  "Professional Services - Request Type - which is a  to 3 child conditionals,

    I see how to get the child conditionals to require a value at the various stages, but how do I get the parent to do the same for a new ticket?  I tried to follow your suggestion and checked off "require to solve" but that did not change anything to give me the options that are shown below for the child conditions

     

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  • Heather Rommel
    Community Moderator

    Hi William Grote,

    Thanks for sharing more of your use case!!  Hmmm yes I see what you mean. You have a couple choices here, nothing perfect but here goes:

    1. Zendesk just recently started allowing you to be able to have Agents use your portal just like end users. If you can get your Light Agents, etc to use this, please do! More on that here: https://support.zendesk.com/hc/en-us/articles/360051894773?option=2 

    2. The other option you have is to insert an (annoying) new trigger to send an email to the requester and say HEY you forgot to fill in xxx field!

    2a. *BONUS OPTION* If you like a really cool thing you can do for auto private comments to be avail in your triggers as needed:

    • Create an API token
    • Head over to Settings->Extensions and add an HTTP target:
    • Title: Private Comment
    • URL: https://YOURSUBDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json
    • Method: Put
    • Content type: JSON
    • Then use any Agent's account email/token (preferably some sort of system generic user that is granted an agent license) with the token you created above and submit.
    • Refresh your browser and go into your triggers and now you'll see under Actions that you can "Notify Target" and select your "private comment" one and just add in the text you want!

    Hope something here is helpful.

    Sincerely,l

    Heather

     

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  • William Grote

    Heather!!!!!

    2a *Bonus* is something I have been trying to do for the past two-three weeks, WOW, this looks like it could be super useful since I was actually looking for a way to trigger a private comment for certain tickets.  For the agent account needed for the token, would it matter if I used my own seat or could I use the full agent seat we needed for the Jira integration? (we only have 15 seats - all used) 

    Regarding the conditional parent, I found a workaround that seems so obvious im ashamed I didnt realize it sooner, by having important ticket values of the parent be conditional, the only way the agent can even GET to them is by filling out the parent field, sure, they could just leave it blank and add all the info in the subject and description, but by making the conditional info important, they kind of have to fill out the parent field to get though the rest of the ticket.  Thanks again for the tips - going to play with them ASAP

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  • Heather Rommel
    Community Moderator

    William Grote

    I'm so glad it helped you! It's like the best thing ever haha.

    You can use your own seat, sure. But then if you leave it will stop working so maybe try the user you used for the Jira integration.

    Yes-- have some weird other field be the parent field that then makes the "2nd parent" field show up and then the child fields. You got it!

    Have a great day!

     

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