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).
70 comments
Julio H
Espero que estés muy bien. Siento la demora en responder a tu solicitud de soporte. Estamos experimentando un alto volumen de solicitudes y estamos haciendo todo lo posible para responder a cada una de ellas tan pronto como sea posible.
En relación con tu consulta, entiendo que deseas crear un formulario condicional, si es posible crear un despegable con los idiomas que tengas en tu cuenta de Zendesk como valores, y luego dependiendo del lenguaje, mostrar los campos de formularios que necesites. Pero recuerda que dichos campos deben estar ya vinculados al formulario. Para más información puedes visitar:
Adición de campos personalizados a los tickets y formularios de solicitud de soporte
En relación con editar el CSS de los formularios, dicha configuración es limitada, pero puedes editar algunos valores dentro de los formularios de acuerdo a:
Help center CSS cookbook en los comentarios de esta documentación, hay otros usuarios editando los formularios, desafortunadamente, desde Zendesk no soportamos código personalizado.
Por avisarme si tienes alguna duda o pregunta.
Un saludo,
0
Dave Dyson
The first step is to create your dropdown fields (in your case, the product dropdown, and then the options fields for each product). Once those are created (making sure that you set them to be visible and editable by end-users), then you should be able to add conditions to your ticket form as explained in this article, to create the relationship between those fields.
If that explanation doesn't help, it might be worth contacting our support team directly, so they can step through the process with you: Contacting Zendesk Customer Support
0
José Luis Latas
Me gustaría mostrar un despregable con los idiomas para así poder usar un formulario u otro y que se pudiera informar el GRUPO para que los tickets vayan a un grupo en concreto, ¿es posible?
¿se puede personalizar el formulario mediante CSS o alguna forma?
0
Sam
I. Smit Hello!
Friendly links are possible with a bit of scripting. This requires jQuery to be installed. To do so, add the following function to your script.js file:
// Get all instances of {Text|url} -- example {My Link|www.google.com}
$('.form-field p').each(function(){
var raw = $(this).text();
// Create array around brackets
var result = raw.match(/\{(.*)\}/);
// Only affect areass with matches
if(result){ var text = result[1].split("|");
// Build the link
var link = '<a target="_blank" href="' + text[1] + '">' + text[0] + '</a>';
// Replace html
var newHtml = $(this).text().replace(result[1],link);
newHtml = newHtml.replace("{",'').replace('}','');
$(this).html(newHtml);
}
});
In our case, we wrap all of our jQuery functions in a jQuery function wrapper (this is optional - you just need to make sure it is all located within the document.addEventListener('DOMContentLoaded', function() function):
jQuery(function($){
functions here
});
Then, when editing your ticket fields to include help text, add links like so:
{friendly_title|http://www.example.com}As an example:
visit our {support guide|http://www.example.com} for more information.For your question about adding a block/disclaimer/etc, you can also use jQuery to append HTML to your ticket form when a certain ticket form is selected. This functionality also works on ticket fields. This allows you to use whatever HTML you desire, so you could craft a box, have it as text, etc. More information on that in Can I add a disclaimer to a specific ticket form in Help Center?
Some additional information can be found at Add Note and Warning boxes to your Guide articles, where you could add custom CSS and then wrap your text above in a wrapper that generates the box!
Hope this helps!
1
DJ Buenavista Jr.
Unfortunately at the moment, it does not support rich text formatting, and it's currently a limitation. One option you can do is to use URL shorteners if it's allowed by company regulations.
You can post this as product feedback on our Support community product feedback page.
Thank you!
Kind regards,
0
I. Smit
DJ Buenavista Jr.
Unfortunately, this option does not support rich text formatting. In addition, the link you show is fairly short. But imagine you want to link to a longer link, such as:
"https://zoek.officielebekendmakingen.nl/resultaten?q=(c.product-area%253d%253d%2522officielepublicaties%2522)and(cql.textAndIndexes%253d%2522corona%2522+and+cql.textAndIndexes%253d%2522covid-19%2522+and+cql.textAndIndexes%253d%2522covid%2522)%20AND%20w. subrubriek==%22Antwoorden%20kamervragen%20van%20het%20lid%20Nicolai%20van%2026%20maart%202021%20inzake%20inzake%20quarantaine%20politici%22&zv=corona+covid- 19+covid&pg=10&col=&svel=PublicationDate&svol=Acurrent&sf=sr%7cAnswers+Chamber questions+from+the+Member+Nicolai+of+26+March+2021+involving+quarantine+politicians."
I know that there are URL shorteners. Only in some cases this is not allowed from company regulations.
Ashley Yau
At Teleticket I have seen a solution where a yellow text block appears after selecting a particular form. Unfortunately, this is not a native feature in Zendesk. Such a text block could be used to point to a page, in your case "I want to claim warranty".
1
DJ Buenavista Jr.
Unfortunately, you cannot use ticket forms in a condition for triggers or automation. However as a workaround, you can create a custom ticket field and use the text option and from there you can put the details and the link to the article from here. Kindly check the screenshot below for an example.
After creating the custom ticket field, you need to add it to your ticket forms, and here's the sample of how it would look like on a ticket form.
Thank you and please don't hesitate to reach out anytime if you have any other questions or concerns.
Kind regards,
1
Jessica Fong
Hi There,
I would like to know if it's possible to add conditions on form level too? For example if I have enabled multiple ticket forms under one help center, end user will be asked to select a ticket form when they try to submit a request (As the picture attached)
Is it possible to add another option in the ticket form drop down list which will direct end user to articles instead of ticket form? E.g. Is it possible to add a new option "I want to claim warranty" but it will direct end user to read article instead of fill in a request form? Thank you
0
DJ Buenavista Jr.
Thank you for reaching out to Zendesk Support.
In regards to your concern, you can use the custom ticket fields that you have created as conditions on both Triggers and Conditions.
You can check our articles below for more information:
About automations and how they work
About triggers and how they work
Thank you and have a wonderful day ahead!
Kind regards,
0
chsong14
Hello-!
Is there a way to change the value of conditional field even if the conditional field is invisible?
I think I can use triggers or automation.. Is that correct? :)
Thank you in advance!
0
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