• Graham Robson

    Hi Alessio,

    You can't use triggers because they get applied after the ticket is submitted or edited.

    You'd need to use something like our CloudSET's Conditionality App which controls the visibility of custom ticket, user, and organization fields and/or values within a custom field, depending upon the value selected on another field (custom, system, brand, forms, or group). This extended business logic can be applied to both the agent and end-user interfaces.

    Conditionality can be applied in parallel to implemented conditional forms, and/or individually with unlimited cascade levels. Mandatory behaviour, including immediate or when solving choices, is enforced based on visibility of fields exposed by conditionality.

    Conditionality is also implemented on the Zendesk Help Center, by means of a dynamically implemented CloudSET widget, which only requires a one-time snippet code deployment.

    Regards,  Graham (CloudSET)

  • Jessie Schutz
    Zendesk team member

    Hi Alessio! Welcome to the Community!

    If you're on the Professional or Enterprise plan, you could try out our Conditional Fields app. That should do exactly what you're looking for.

  • Nicole S. - Community Manager
    Zendesk Community Team

    This thread has been closed for comments by the Zendesk Community Team. If you have a question you'd like to ask the Zendesk Community, please create a new post


Post is closed for comments.

Powered by Zendesk