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Conditional custom fields

It would be great to be able to configure ticket fields such that they appear/disappear based on the value of another ticket field. For example, if I set the field "Purpose" to "Media Request", I could display a set of fields relevant to media requests, whereas if "Purpose" were set to "Office Supplies", I could display a set of fields relevant to office supplies.

236 comments

  • 0

    This level of sophistication would be most useful - taking Zendesk to another level, since the level of customization, although welcome and well done, is still quite basic. Currently adding too many custom fields clutters the UI since that are implemented globally.

    I'd envisage the user experience to be enabled by Ajax functionality to make it seamless.

    This functionality really needs to be supported by what could possible be called 'templating' that provides a framework to specify custom fields and custom conditional fields per Group or Organization. Thus, we design/configure the customization for particular use cases. The uses cases are contained by constructs such as Groups, Organizations and further refined by ticket types.

    See my previous posting on the related templating framework need: https://support.zendesk.com/forums/1848/entries/6517

    The challenges are developing the templating framework, UI, and method of defining the business logic - however Zendesk have already got many of the enablers - business rules engine and the UI paradigms for defining the rules.

    Conditional custom fields would further support the de-cluttering of context configured custom fields - allowing users and agents to concentrate on the meaningful stuff

    Implementing may turn out to be simpler than the knock impacts to the rest of the product i.e. Views, Reports, Rules (macro, triggers),  including export and API.

    Looking forward to this happening one day, all in a Zen like way of course.

  • 0
    Avatar
    Jake Holman

    I agree not only with this Feature Request, but also Graham's addition. This would be an extremely welcomed Feature for ZenDesk, purely a front-end ease of use for agents (and end-users if the fields are visible) that would ultimately make work flow a hell of a lot easier.

  • 0

    Thanks Jake - these needs are still on my top five wanted list.

    There is some pretty effective stuff being done elsewhere with the likes of JQuery in regards to conditional form fields.

    Templating custom fields for different groups & organizations would also really help to expand the use of custom fields and de-clutter the interface.

  • 0

    I second this feature!!

     

    Really useful!

  • 0

    My team would definitely use this!

    And, we're still looking for ways to get our custom fields filled from the Email API.  Wrap all of these up into one nice feautre update and you'll have enlightened and happy agents on your hands.

  • 0

    +1000

    Right now we're using ZenDesk only for our department, we would love to expand to manage other groups but without conditional fields this is impossible. And having two instances of ZenDesk with the same user base (without implementing SSO) would not be practical at all.. and even with SSO, it would still be cumbersome.

     

    With conditional fields we could have a one-stop interface for all requests for all departments.

  • 0

    +100000

    This feature is critical for us.  We have different ticket types with dozens of custom fields that are only relevant to some types.  Our custom fields are a mess.  Please help us by implementing this feature!

  • 0

    Any news about the postion of this capability enhancement on the roadmap?

  • 0

    Have you seen what Twitter did with their javascript based custom field?

    (Not having to use JS to do these would be much nicer, but just wanted to send along the FYI for those inclined to live on the bleeding edge)

  • 0

    Hey guys,

    Thanks for the suggestions, and sorry about the delay.  As Shawn says, currently it is do-able by using Javascript, but of course, it'd be nice to have it built-in :)

    Let me bring this up to the team and see if they'd consider this ... I'll let you all know if I hear anything.

    Cheers

    -amy

    Zendesk Support

  • 0

    +1000

    I have used custom fields with RightNow, and it really, really rocks. Would love to see this for ZD, once you've used 'em you never really want to go back. it makes life so much easier for the customer and the agents.

  • 0

    As a small IT Services Company, we service many different clients which makes template or group-specific fields a necessity. Zendesk is a great product but until it can incorporate this function it just won't work for us. We're trying to move away from our current exorbitantly priced service and would love to add Zendesk to the short list of alternatives - is there any plan to add this much talked about feature to the product in the near future?

     

  • 0

    1000+ from me too. (more people need to click on the 'me too' from the looks of things)

    we would dearly like to see this implemented also

    It would make for a much nicer not to mention practical user experience.

  • 0

    +1 This would be a massive bonus for us!

  • 0

    Is there any update on this item. Conditional (or logically linked) ticket fields would be a great addition.

    P!

  • 0

    This would be really useful - any updates??

  • 0

    We could really use custom fields that are linked to specific organisations.

    We have just replaced our old helpdesk with Zen and realised this is a requirement for at least one client.

  • 0

    So this is something that has extremely powerful uses not only for agents (so only the most relevant information is shown) but also end-users (so pre-qualifying questions can be easily asked). 

    It's not on the roadmap at the moment, but it's certainly something we would like to investigate and come up with a good solution. The complexity here is more about how to present that in the custom fields interface, but that's just a matter of creative brain power.

  • 0

    Salesforce can do this feature if you  want any ideas.

    for us it would be great if  when an Agent pick  type: Question, Incident, Problem, Task  a  custom field  for more detailed type breakdonw could then be worked out, ie if type  =  Task then  display Mac provisioning, New Sales provisioing,  Scheduled request, Project.   if  type = Indicent then display break/fix,  mac  and so on.

    An eta would  be helpful if only to  sat  when it may  be on  the roadmap.

  • 0

    For my team, this would be the one feature that makes us use ZenDesk over anybody else...not sure why this hasn't been done awhile ago (leaves the door open for any competitor to move quickly into this market and take market share).

  • 0

    Hi,

    I see that this feature request hasn't been tagges as "planned" so suppose it's not gonna happen anytime soon. This is such an important enhancement since ticket fields vary greatly by the main category a customer selects. E.g. by product line, service type, etc.

    Not sure what's difficult on front-end presentation. The fields dynamically appear based on the selection of the first main category of request that the customer has to select.

    P!

  • 0

    I have rewritten the conditional fields custom javascript in jQuery Check out 
    http://www.pastie.org/1246477
    for the updates 

  • 0

    A thumb up for this, since we have one helpdesk which fronts various internal departments (ICT, estates, security etc) which all use a huge variety of fields. We'd love it if we could have group-specific fields without having to resort to out own JavaScript (but a huge thanks to Skip for his widget)

  • 0

    Here at Coherence Design ( https://support.zendesk.com/entries/23429-coherence-design) we have developed a series of commercially available Conditional Field widgets, which we use in our solution consultancy deliverables - see attach datasheet. We are currently working on a configuration UI that we enables simple set-up and maintenance of these conditional field widgets.

    If you'd like to get involved with the beta level of the configuration tool, please get in contact with me - graham.robson@coherencedesign.co.uk.

  • 0

    +1 really need this feature

  • 0

    check, would love that to.. does anyone have more info on how to do this with the custom javascript Skip Moore talks about?

  • 0

    It'd be brilliant to have this feature. Also, the ability to fill a custom field based on another custom field.

    IE: We have a list of companies in a custom field (we don't use organisations for this as we might be raising tickets for other companies in the group, that we can't pin on anybody from that organisation), based on that, I'd love to have a second custom field that allows us fill the location based on which company was selected before. RT does this well on custom fields depending on other custom fields.

    this is very similar to what is being proposed above, so I thought I'd include it here. If not, let me know and I'll create a separate request

  • 0

    Would love to have this feature... It would help alot in getting the right kind of info from the users...

  • 0

    Of all the updates I keep getting from ZenDesk about unneeded enhancements, I can't believe they still haven't implemented this feature.

  • 0

    This STILL hasn't been put on the roadmap after two years?  This feature is important.

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