Creating conditional ticket fields

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  • Oliver Tietze

    I found out that changing a field's dropdown option (value, i. e. tag) is not possible as long as any form uses the field. How are the conditions stored internally, with the option's tag or with the option's internal ID?

    Unfortunately we have to change a field that is frequently used in conditions and I see no other way than to delete all these conditions, then change the field, and then setup all conditions from scratch.

    Even more unfortunately, the error message (field is used in a form condition) even does not show in WHICH form or condition the field is used. Happy hunting.

    Why, just why. Together with the value, also the ID is changed. All triggers formerly using this ID now not only remain without function, they even don't show which option they used before the change. Keeping the ID would be very very smart here.... 

    Is there any workaround for this task?


  • April Uran

    I am trying to add conditional fields to my default ticket type for end users. I do not see all of my fields. They are all marked as editable by end users. Any idea why I don't have them to choose? I have cleared my cache and relaunched my browser. I even tried in a different browse. 

  • Peter Rittau

    I would like to create a similar form like this.

    Creating the fields and the conditions is no problem, but what I don't know is how the text is then displayed (green), depending on the pre-selected fields (red).

  • Ricardo Arango

    Is it possible to hide fields when another fields does not have a value set?

    Field A is a dropdown. By default it does not have a value set. As it is not set, I want to hide other fields that depend on a value being set. I only want to display this field, if that first field has a value set.

    Is that possible with this tool? If not, is there another tool that would allow this?

  • Nhạn Diệp

    Hi everyone, 

    I was trying to add conditional ticket fields to a ticket form by following the instruction below but I was stuck in step #2. I don't see any menu icon to enter the "Conditions" part mentioned in the instruction. Don't know why. Anyone can help please? Is there any app or add-on needed installing to be able to add conditional ticket fields?

    Note: I'm using Support Suite - Professional. There's only 1 ticket form existing in our system. 

  • Brett Bowser
    Zendesk Community Manager

    Hey Nhan,

    Just to confirm, have you already created these conditional fields before navigating to the Ticket Forms page? Are you on Suite Professional or just Support Professional? 

    Definitely odd if that's not showing up correctly if you're on the correct plan level.

    Let me know!

  • Oliver Tietze

    @... this seems not possible, and Zendesk changed (in 2020 or so) the behaviour of this default. Before, the field would have been hidden until a condition is met. Not, the field is shown until a condition hides it.

    This is frustrating, it had been addressed to Zendesk, but I don't expect any product change within the next 8 years, unfortunately.

    A workaround to this

    Use another field that is always there to hide the concerned field, and with the existing conditions it would be shown again. Important: if the condition is for a dropdown field and you add another option to this ticket field, don't forget to include this new option in the conditions, or your field would be hidden for the new option when it's selected.

    Let me know if this solves your problem or if you solved it another way already!


  • Melody Quinn


    I read about Cloudset's application that allows us to display particular drop-down options in a ticket field when a condition is met rather than just the ticket field itself. 2 years ago, @... mention it in his comment and @... at the time replied this functionality was not on the roadmap, and that we would need to use Cloudset to accomplish this. 

    I wanted to check in and see if Zendesk has built this functionality in the past 2 years or if we are still forced to use a 3rd party app. We were hoping to accomplish this without an additional subscription fee from an app. We are currently on Enterprise. 

    Does anyone have ideas that are cost-free?

    Thank you!

  • Cheeny Aban
    Zendesk Customer Care

    Hi Melody,

    We understand your need for this functionality, so I am marking your comment as Product Feedback. Moreover, I suggest that you create feedback on our Feedback on Support page regarding conditional fields. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.

    We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.


  • Jason Ortega

    Is it possible to make dynamic the "If value is" field for the condition? For example using regular expressions? This would be helpful for cases where a field can take any text value from the user and we might want to recognize certain patterns. If not, it would at least be nice to check if the field had any value at all rather than having to be a specific, exact value.

  • Jon Daniels
    Zendesk Customer Care

    Hi Jason - currently it's not possible to use regular expressions in a text field condition (or just check for the presence of any text), so can you request these modifications to the text field conditions as product feedback here when you have the time?

    Feedback - Ticketing System (Support)

    Conversations with a high level of engagement here ultimately get flagged for product managers to review when they go through roadmap planning, so thanks for helping us make conditional fields better/more versatile!

  • Brian Rensing

    I'd like to be able to use conditions to drive reporting - but it seems that the conditional fields create additional columns for reporting - which gets really complicated.  For example, I'm thinking a category / sub-category arrangement where the dependent values are related, but stored in a common column.  For example:


    • Hardware
    • Software


    • Laptop
    • Phone
    • Printer
    • Mobile App
    • Business App

    So - a selection of category "hardware" pulls from the common subcategory list, but can only select Laptope, phone, or printer.  Similarly, Software pulls from the same list but can only select mobile app or business app.  Then from a reporting perspective, I can see one subcategory column.  Is functionality like this possible?

  • I. Smit

    Is there a way to copy the field conditions in a form, which are set at the end user, to the agent? I have a form with over 100 conditions at the end user. I want to copy these conditions to the agent. The other way around is possible.


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