Conditional Fields app improvement



  • Official comment
    Nicole S.
    Zendesk Community Team

    Thanks for your feedback, all! You've successfully helped to make improvements to our products!

    As of May 13, 2019, Conditional Ticket Fields are now integrated into the product! See the announcements and details in the following articles:

    Announcing Built-In Conditional Fields

    Migrating to conditional ticket fields (Professional Add-on and Enterprise) 

    Creating conditional ticket fields in Zendesk Support (Professional Add-on and Enterprise)


    This thread will now be closed for comments and archived in the near future. If you have additional feedback on the Conditional Fields functionality, please start a new post. 

  • Max McCal
    Zendesk Product Manager

    Hey, Mindaugas - 

    We've been doing research on conditional fields lately. We'd love to create a native feature that allows us to get out of the app world and address a lot of this. Thanks for the feedback!

  • Kristin Woodard

    Wow! Mindaugas hit the nail on the head with this one!

    I agree with all of the above, with the exception that I would prefer to be able to copy the end user conditions to the agent conditions (just the opposite of his preference).

    In addition, The "required" functionality of conditional fields on the user facing form is different than native (non-app) required fields. I would like to be able to use both, based upon the situation.

    Required conditional fields grey out the submit button until filled in, Required native (non-app) fields get a red box with error warning.

  • Mindaugas Verkys

    + Allow to set ticket field condition for ticket status and Brand


  • Céline L

    Just starting with the app and facing all the same issues. I agree.

    Looking foward to the upgrade and integration of of app. Thanks

  • Mat Sev

    - Two types for required fields: 1)on solving 2) on update
    It's crucial update, because some fields for example on tickets creation you can't make mandatory and also it's impossible to use system required field, because field can be hidden under condition and agent gets error on submission.

    The current implementation of required conditional fields makes it impossible for agents to request additional details from clients without filling in the conditional required fields before updating the ticket. If additional details are necessary to fill the fields, then the agent is unable to request them. 'Required to Solve' would make this feature much more valuable to users.

  • Nicole S.
    Zendesk Community Team

    Thank you for sharing your thoughts, Mat.

  • Kiran Max Weber
    Zendesk Product Manager

    Built-in Conditional Ticket Fields is ready for customers to sign up for an early access program! 🎉

    The Conditional Fields app (“CFA”) is being replaced by built-in Conditional Ticket Fields (“CTF”) in Support. Conditional ticket fields allows you to define conditions on a ticket form to show only certain ticket fields based on agent and end-user input.

    We’ve maintained feature parity*, fixed a bunch of problems, and even built a self-serve migration process from CFA to CTF (it’ll auto disable CFA in Support and Guide).

    Please note you must have the Professional plan productivity pack add-on or be on the Enterprise plan to use conditional fields.

    You can sign-up now and the early access program will begin mid-Q1. If you sign up, you'll see a call to action on your ticket forms page when your account is added to the early access program.

    Sign up for the conditional ticket fields early access program

  • Gef Faelden

    Can I suggest Tag cleanup of Child Fields 

    Current Experience is:

    L1 - Concern 1 
    L2 - Sub-Concern 1.a
    L3 - L2 Sub Concern 1.a.a

    Tags: 1, 1.a, 1.a.a

    when L1 is changed,

    L1 - Concern 2
    L2 - Sub-Concern 2.a
    L3 - L2 Sub Concern 2.a.a

    Tags - 2, 2.a, 2.a.a, 1.a, 1.a.a

    Old sub-concern tags remain. 


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