Responsive messages on ticket form selections


  • Socorro Fernandez
    Community Moderator

    Hi John,

    I don't believe there is native functionality that would allow you to only display certain text based off conditions. There were a few use cases of this example for a Zendesk I was supporting previously and I ended up using Scripts that would run based on drop down selection of a custom field. I am happy to share and help out if this is something you would like try out.

    Based on what you said, the user would select a reason, which sounds like a drop down field. Once a value is selected, where would you want the text to show up? Any additional details here and I am happy to share a script that may work for you.


  • Lexander Wist

    Hi, @Socorro

    I see that it has been 6 months since this post was active, but I do wonder if you be able to share a script or put my in the right direction to where I can find one.

    what I am looking for is, to give the end-user (customer) the ability to go on the webform chose the contact reason by conditional field example: I have a booking::I want to amend this booking
    I would then have it provide instruction for the customer to go and self serve, with an option for the customer to let us know if this solved the issue for the customer if the customer chose no then the customer has the choice of either chat or send in a request. 


  • Brett Bowser
    Zendesk Community Team

    Hey Lexander,

    It looks like you haven't received a response on this post yet! What you're looking to accomplish will most likely require custom code in your Guide theme.

    While we at Zendesk are rather limited on what we can assist with on our end, we do have some great documentation that may help point you toward the desired solution you're looking for. 

    If you don't have the necessary resources available to assist with customizing your Help Center, we do have a Professional Services team that can assist at an additional cost. This is something you'll want to discuss with your account manager so if you're interested, I'm happy to get you in touch if needed.


  • Corey Nunn

    Hi Socorro, do you have that script? I'm trying to exactly what you described in your comment.


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