You can create conditional ticket fields to control the appearance and behavior of ticket fields in ticket forms. For example, you can limit the number of ticket fields that appear in ticket forms, and control the sequence in which ticket fields are presented to end users.
You must be an admin to create and manage conditional ticket fields.
This article includes these sections:
- About conditional ticket fields
- Creating conditional ticket fields and adding them to ticket forms
- About conditions and conditional statements
- Editing, duplicating, and removing conditional ticket fields on ticket forms
- How conditional ticket fields are saved
- Using conditional ticket fields with Web Widget (Classic)
About conditional ticket fields
With conditional ticket fields, only the fields that admins want agents and end users to see appear in ticket forms. Initially, only a few fields appear in the form. As the user fills in their answers, the form progressively adds sub-fields based on the users’ answers. This helps you collect more granular and relevant information about their problem or request.
For example, when you add a condition to a ticket form, you specify whether the condition is for agents or end users.
Conditions for agents affect ticket fields that appear in the agent interface. Conditions for end users affect ticket fields in forms that appear in the help center and Web Widget (Classic).
By limiting the number of fields that initially display, you make it so that agents and end users complete only the fields that are required or relevant fields. This results in a better experience and time-savings for both end users and agents.
Creating conditional ticket fields and adding them to ticket forms
Adding conditions to ticket forms creates conditional ticket fields that agents and end users encounter when they complete a ticket form. Each form can have up to 1500 conditions per user type.
To add conditions to ticket forms
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Forms.
- Move the cursor over the ticket form that you want to add conditions to, then click the options menu (
) on the right side and select Conditions.
A new page appears.
- From the Conditions for drop-down list, choose a type of user (Agents or End users).
- To view the conditions that are already on the ticket form, click the expand icon (
) to expand the sections.
You can edit, duplicate, and delete conditions at this stage also, if you want to.
- Click the Add condition button.
- In the dialog box that displays, create a conditional statement by defining these items. When you are done, click the Add button to add the condition to the ticket form.
- When filling out this field
- If value is
- Then show these fields
- Required (see Making conditional ticket fields required)
The Add another check box causes the dialog box to remain open after you click the Add button, so that you can continue to add another condition, if needed.
- Once you are done, remember to click the Save button to save the changes to the ticket form. Otherwise, your changes are lost.
About conditions and conditional statements
A conditional ticket field is a ticket field within a ticket form that only appears to agents and end users some of the time, under certain circumstances. Those circumstances are defined by the admin in a condition (or condition statement), which is an if-then statement, or rule, that is associated with a specific ticket form.
For example, notice that the words if and then are used in the interface where the admin creates a condition for end users.
The same thing happens with conditions for agents. If-then statements are always part of creating conditions.
It's important to note that Required is different depending on whether the condition is for an end user or an agent (see the screenshots above). For more information about these differences, see Making conditional ticket fields required.
This table explains the parts of a conditional statement in more detail.
Setting | Description |
---|---|
When filling out this field |
Specify a field that you want to apply conditions to. This will be the “conditional ticket field.” These are the types of fields you can select and apply conditions to:
For a field to appear in this list, it must have already been added to the ticket form. |
If value is |
Specify the value that the conditional ticket field (as defined in When filling out this field) must be in order for other fields to appear in the ticket form. |
Then show these fields |
Specify fields that will appear when the conditional ticket field (as defined in When filling out this field) is set to the correct value (as defined in If value is). You can specify any fields on the ticket form, except for:
For a field to appear in this list, it must have already been added to the ticket form. |
Required |
For information about making a conditional field required, and how ticket form requirement settings in your admin settings affect each other, see Making conditional ticket fields required. |
You can't apply conditions to the standard fields described in About ticket fields, except for Priority and Type. You also can't apply conditions to these type of custom fields described in Adding custom fields to your tickets and support request form:
- Multi-select
- Numeric
- Decimal
- Date
- Regex
- Lookup relationship
Editing, duplicating, and removing conditional ticket fields on ticket forms
You can edit or remove conditions on ticket forms. You can also duplicate an existing condition, edit the duplicate, and then save the duplicate as a new condition on the same ticket form. However, you can't copy and paste a condition into another ticket form.
To manage your conditional ticket fields
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Forms.
- Move the cursor over the ticket form where you want to manage the conditions, then click the options menu (
) on the right side and select Conditions.
- Click any of the following icons to edit, duplicate, or delete the selected condition:
Use the edit icon to change a condition. Make your changes in the dialog box that appears, and then click the Update button.
Use the duplicate icon to duplicate (copy) a condition. Modify the duplicate in the dialog box that appears, and then click the Add button.
The reason you have to modify the duplicate is because the If value is part of the condition statement must be unique (you can’t use the value in another condition on the ticket form).
Use the delete icon to delete a condition.
How conditional ticket fields are saved
Selections from conditional ticket fields are retained while you remain in the ticket, even if you make a field invisible, or change the ticket form. However, when you submit the ticket, only the fields that are visible are saved. If you exit, then re-enter a ticket, any unsaved field selections are not retained.
If you want to save all conditional ticket field selections you make on a ticket, you must submit the ticket while each field you want to save is visible.
Example:
You have three drop-down ticket fields, Parent, Child 1, and Child 2.
- From the Parent drop-down list, select Show child 1 and select Susan for the Child 1 field value.
- Without submitting the ticket, select Show child 2 from the Parent drop-down list and select Peter for the Child 2 field value.
- With Show child 2 selected, submit the ticket.
Show child 2 and Peter are saved. However, you can select Show child 1 and see that the value Susan is retained.
- Without submitting the ticket, exit and re-enter the ticket.
Now, under Show child 1, the value Susan is empty. This is because you never submitted the ticket and saved this value while Show child 1 was displayed.
- With Show child 1 displayed, and Susan selected, submit the ticket to save these values.
Now, whenever you exit and re-enter the ticket, the values for both Show child 1 and Show child 2 are retained because you submitted the ticket and saved each of these values while they were visible.
Using conditional ticket fields with Web Widget (Classic)
If a ticket form includes conditional ticket fields, and ticket forms are enabled in Web Widget (Classic) from your admin settings, conditional ticket fields are presented to end users in Web Widget (Classic).
Web Widget (Classic) supports most native conditional ticket fields (but not from the Conditional Fields app). The Priority and Type fields are not supported in Web Widget (Classic). If you apply conditions to these fields, they appear in the agent interface and in ticket forms that appear in the help center, but not in Web Widget (Classic).
To confirm that tickets forms are enabled in Web Widget (Classic)
- In Admin Center, click
Channels in the sidebar, then select Classic > Web Widget.
For more information about using ticket forms in the Web Widget (Classic), see the section about ticket forms in Configuring components in Web Widget (Classic), and Using custom ticket fields and ticket forms with Web Widget (Classic).
65 comments
Yoram
Hi Erik,
Option number two 2 is doable with a bit of a hack...
You will need to create 2 custom fields, one on the org level and the other on the ticket level
You will need to populate both of them with the same values and tag names.
Once a ticket is created, the organizational custom field will add the tag to the ticket and by doing so, as the tags have the same value, it will set the custom field value to the same value as in the organizational custom field.
I think this will work only on ticket create and not update (haven't tested it).
Hope this helps you..
Yoram
0
Allison Levitan
Is there a way to make a field conditional/required for only certain instances, but VIEWABLE at all times?
0
David C
Is this the TL:DR version?
Create a new form, create and add all the fields you need. Once all fields are in, create the conditions.
0
Randy Gentil
Hello - I am wanting to add a Conditional Field, however, I do not see a Settings option, as seen below. Would anyone be able to assist? Thanks!
0
John Weber
Hello-
In the forms view you mouseover the form to the right end and select Conditions to launch the Conditions screen where you can create your Conditions.
1
karan sharma
Can we add more conditional fields than 1500 which is the maximum or is there any way we can do that or exceed that limit maybe via app or some other logic ?
Please support
1
Lori Christianson
Help! I am setting up conditional fields for the first time.
I have a dropdown where the user selects an issue, and then from there is supposed to be directed to additional fields that ask for more information depending upon their choice.
Dropdown: What is your issue?
Option 1: I can't log in. (No conditional fields based upon this.)
Option 2: Broken link (Conditional field: Name of course)
Option 3: Issue with portfolio (No conditional fields based upon this)
Option 4: Issue with assignment folder (Conditional field: Name of course)
What I had hoped was that on the main view of the form, the conditional field would not appear until the user selected an option that activated it. However, this field -- "Name of course" -- is present on the main view of the form. So even though it's not supposed to appear until someone chooses an option that activates it -- it is visible on the main form to the end user. It makes the conditional aspect of it useless.
"Name of course" is not a required field. The form is set so no option is preselected for "What is your issue?"
What have I missed in this setup process?
0
Julio H
To avoid showing this field "Name of course" the field must be linked to a condition. In your main ticket form, you should add all the fields you would like to show. However, they will show if they have not been linked to a condition.
Please, contact Zendesk Support Team, if you're required further assistance.
Greetings.
0
Olli
Hey all,
I'm not sure if I miss something here. We're working with conditional fields for agents successfully.
Now we plan to activate the "Request new ticket" end-user form, and we want a few fields to conditionally appear whenever the user selects a specific contact reason.
It just doesn't work. All conditional fields are shown to the user at any times. The "conditional" feature appears to be just not there, no matter what we configure.
Are "end-user" conditions really meant to be working in the help center 'new request' form?
Regards
Oliver
0
Steven Hampson
I am having a problem with trying to delete a value from a custom field, I get an error message:
"Field options: 'Vision' is used in Conditional Ticket Fields and cannot be changed or removed. To do that, please remove it from the form's conditions."
However, I have already deleted it from the conditional fields and the value is definitely not on any other condition / form, so why can't I delete the field? Can anyone help please, I'm pulling my hair out!
Thanks,
Steven.
0
Steven Hampson
I found the answer to my own problem - it was hiding as a conditional field on a deactivated form... !
0
Brett Bowser
0
Brett Bowser
0
Ian Hawkins
Hi,
We only want to show a custom field when the ticket status is Solved. Is this possible to configure this using conditions? I don't see Ticket Status in the list of fields to configure the condition against.
Thanks, Ian
0
Colleen Hall
Hi Ian Hawkins,
Ticket Status is a standard ticket field. You can't apply conditions to standard ticket fields, except for Priority and Type. Please see this section about which fields you can't apply conditions to and the list of standard ticket fields for more information. I hope that helps!
0
Steven Hampson
Ian Hawkins Hi Ian, one trick I used for a similar situation (we wanted fields to appear only after ticket is created), is to use the ticket field manager app to create a hidden field, then use it as your conditional field.
Installing and using the Ticket Field Manager app – Zendesk help
For example, create a custom dropdown like 'ticket solved - yes / no'. Default it to no.
Have your custom field set as a condition, when the first field is yes.
Then create a trigger to set the value as yes, when ticket is solved.
Finally, use the app to make the first dropdown a hidden field. Then it just does its magic behind the curtain.
Regards,
Steven.
1
Yoram
Hi
I am looking for an option to add a new condition to multiple forms
The use case is I am adding a new condition that should be applied to a few forms
At the moment, from what I can see, I need to add the conditions manually to each one of the forms.
It would be great to have an option to specify at the condition level to what form it applies to.
thanks\Yoram
0
Brett Bowser
Thanks for sharing this with us! I would recommend sharing your feedback in our Feedback - Ticketing System (Support) using the following template. That way we can get your feedback to the appropriate product managers for review :)
Thanks again!
0
Alec Yevilov
HI
I have an issue where none of our date fields show up. I have checked the forms and the fields and all look correct, but if its a date type it does not show up. Is there something I'm missing. Somewhere I need to look to check.
Thanks Alec
0
Noly Maron Unson
Hi Alec,
I am going to create a ticket on your behalf to further check on this. Please check your email for my message and reply.
Thank you.
0
HS
Can someone from Zendesk please explain why conditions can't be applied to multi-select fields? I want to be able to surface an additional field only when an agent checks a specific checkbox in a multi-select field.
1
Joyce
Multi-select field is one of the field types that cannot be used in the conditional ticket fields as discussed here.
0
John Watts
Are there plans to add the ability to create conditions based on multi-select fields? I was surprised to learn that this isn't currently possible.
0
Christine
I agree with you that this good feature to have! I found this existing Feature Request: Multi Select Field - Make Conditional, I highly suggest that you upvote this post and leave a comment on the thread with your use case.
Our Product Managers actively monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning. Thank you!
1
Rajamanju B
Is there a way to have mandatory fields for different statuses?
Like if the ticket is submitted as Pending, then the field Status reason should be mandatory one. And when submitted as Pending with status reason field blank, then should give a warning.
1
Destiny
Thank you for your question.
I think the following article would be most beneficial in addressing your needs about the requirement of different fields based on ticket status: Making conditional ticket fields required. I'd encourage you to go through it and don't hesitate to contact us should you have any further queries. Best regards!
0
Paul Moran
We currently use the Vue framework to help manipulate fields on our request form.
We just added a conditional field that shows/hides another field when you select a value. Alas, the condition doesn't work if I have the Vue code on the page. As soon as I remove the reference to Vue, it works.
There are no errors in the browser debug console. I'm guessing that Vue is somehow interfering with the listener events on the request form.
Has anyone else had this kind of issue, or maybe someone can explain how the field event listeners work?
0
Sheena
Hi ,
I want to see the selected drop-down option along with the field name-
For example:
If I have category 1
IT assets
1.Laptop
2.Monitor
Categories 2( I am adding Nested field)
Issues
1.Dell::Processor issue
Dell::Software update
2.Mac::Network Issue
Mac::Keyboard
And if I am selecting Dell>Software update
It should display Dell software update, But its displaying only Software update.
So it difficult understand for which brand this option is displayed.
Can someone help with this?
0
Joyce
What you have observed is expected behavior. To display the main category together with the subcategory, you will need to configure the nested dropdown field as
Dell::Dell Processor issue
so it will show like below:0
Patrick Beebe
My organization has the Enterprise Pro license, yet I do not see the “conditions” when selecting the (***) on the field. Do I submit another ticket to Zendesk support?
0