Conditional Ticket Fields

9 Comments

  • Jonathan March
    Community Moderator

    Hello Daniel Parisi

    From the English translation of that article

    To add conditions to a ticket form

    In the sidebar, click theAdmin icon ( ), and then click Manage > Ticket Forms.
    Hover over the ticket form to which you want to add conditions,and then click Conditionson the options menu ( ) on the right.

    Please note that the 3-dot menu referred to is on the page that lists all the ticket forms, i.e. it shows BEFORE you open a particular ticket form. From your screen shot, it appears that you are looking for it on the page AFTER you open a particular ticket form.

     

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  • Daniel Parisi

    Thanks for replying, the thing is that I do not see the ticket forms as a list, but only the ticket fields as a list, right when i click into ticket forms. See screenshot please.

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  • Jonathan March
    Community Moderator

    Thanks for that explanation. I have just translated the sentence and I see "if you would like to add more ticket forms, upgrade your account" implying that you do not actually have the necessary access.

    Zendesk community staff can create a support ticket for you to resolve this problem.

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  • Daniel Parisi

    Thanks, I saw that. But the top of the article says that this is feasible with the Zendesk Suite Professional plan, which we have. Is this maybe outdated from zendesk's side?

    I think the problem is more that we do only have 1 ticket form and therefore we get directly into this one ticket and see all the fields. So there's no chance we see the above layer with a list of all ticket forms. 

    Please create a ticket for us with zendesk support. this is quite urgent from our side.

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  • Nicole Saunders
    Zendesk Community Manager

    Hi Daniel, 

    I'll get that ticket created for you. Look for an email notification from us shortly!

     

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  • Daniel Parisi

    Thanks, where can i find the ticket? It has already been 2 days nearly now. I just need to know whether this is a Zendesk problem or if we actually need to upgrade to another license, no big thing really. :) Let's get this done

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  • Brett Bowser
    Zendesk Community Manager

    Hey Daniel,

    Sorry to hear you haven't received a response to your open ticket yet! It looks like your ticket is assigned to the appropriate team so they will follow-up with you as soon as possible. You should also be able to chat in with one of our agents using these instructions to get a more immediate response as well: Contacting Zendesk Customer Support.

    Thanks for bringing this to our attention and let me know if there's anything else I can assist with.

    Cheers!

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  • Benny

    I'm having the same problem as Daniel and to get in touch with your support team is impossible - the UK office doesn't have an option to talk with the support team - the voicemail sends me to the help center in the zendesk app, and the sales team is unavailable - this is the best you can deliver? 

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  • Nicole Saunders
    Zendesk Community Manager

    Hi Benny - 

    We made some big changes to how customers can contact our support teams over the weekend, and this may explain some of the challenges you have experienced. We apologize for the inconvenience. The best course of action is to access support via the widget in the Help Center; it will ultimately connect you to an agent who can help you out. 

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