New Multi-Select Field and Conditional Fields App

15 Comments

  • Official comment
    Kiran Max Weber
    Comment actions Permalink

    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). The Web Widget will support conditional ticket fields, too!

    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

  • Dan Ross
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    +1!

    Multi-select is sadly useless to us without this support. We have too many forms with many logic branches to help agents and users select the right fields. 

    2
  • Patrick Townley
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    +1!

    Agreed - most things I would want to be multi-selectable would be very different based on answers in other fields.

    0
  • Amundsen, Svein Roar
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    +1!!!!

    0
  • Jack
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    +1

    Multi select fields as useful as they sound, are useless without use of the app! 

    0
  • Ashley Doyle
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    One thing I'm interested in knowing is, why aren't conditional fields a standard feature of Zendesk Support? It's the best way to ensure tickets are assigned to the correct agents when you're dealing with multiple groups/customer types/ brands etc.

    Great app, but IMO should be standard.

    0
  • Caitlin
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    I would also like to have Multi-Select supported with the Conditional Fields app. Our team already uses the Conditional Fields app for our tickets to streamline workflows, and we were excited about the Multi-Select Field option as this would allow for us to tag specific notes in our tickets that can come up during the calls that our agents handle. 

    I really would like this field added to the Conditional Fields app. 

    0
  • Amie Harris
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    This would be convenient to have supported for all my Forms. +1

    0
  • Kiran Max Weber
    Comment actions Permalink

    The conditional fields app will be replaced by native conditional ticket fields. For those who have been following, we're getting close! 🎉 Once we're ready, we plan to not only support the multi-select field type, but all ticket field types.

    6
  • Caitlin
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    That's great! Will we be notified and/or have to make changes to our existing conditional fields when this change gets implemented?

    0
  • Nicole - Community Manager
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    Hey Caitlin -

    Make sure you're following this thread, as we'll be sure to post it here. I also recommend following the Announcements section of the Knowledge Base, as most new releases get announced there.

    0
  • Mike Pfister
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    I'd like to throw in my +1 for Multi-field select support on the conditional fields app as well. In our support flows, tickets have many multi-select fields, and within those multi-select fields it's common that multiple things are selected.

    Being able to create a simple workflow for our customers to self-assign these fields when submitting a ticket would really help both our customers and our support team.

    Very glad to hear that native conditional ticket fields are rolling out.

    0
  • Pedro Rodrigues
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    Will the native integration allow us to set up the same user experience in the web widget?

    Also, Explore vs multi-select

    0
  • Socorro Fernandez
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    This is so exciting!

    @Pedro Looks like the web widget will support conditional fields tickets too!

    Also YES THIS!!!!:

    • Ability to use a ticket field in more than one condition on the same ticket form

    I def know this is a huge win overall to be able to clean up a ton of our external facing and internal facing requests using the same ticket form. Cheers!

    0
  • EMILY COSTOS
    Comment actions Permalink

    +1  I love the new Conditional Fields interface but desperately needed it to work with the multi-select field today

    0

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