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Hide blank conditional ticket fields in My activities
Planned
Posted Jun 11, 2024
Hi!
We would very much like Zendesk to develop the feature discusses by other users here, concerning the issue that Guide's My activities now show all the ticket fields, even though there are conditions in the form, and the end-user has not seen some of those fields when submitting their ticket. The current solution now creates a lot of confusion for the end-users.
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6 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Nicolas Geraud
We have exactly the same problem:
We have 2 Forms (Question/Problem), when a user create a new ticket he selects the product (we have 4 products) and then, depending on the product type, we display different fields depending on conditions.
The result is a very big list of unused fields when the ticket is displayed in the portal.
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Tristan Miyata
+1
I have the same issue. My form has many conditional fields and all of them show, even though they are irrelevant to the original request made by the client.
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Gaurav Parbat
Hi all,
I understand this is a gap and I have added it to the backlog for future consideration. We will consolidate this with field level permissions on tickets. This also means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
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Steve Grysiewicz
This is a pain and confusing people who are submitting tickets I would like to see if we could get some sort of solution to this issue. We are also seeing a lot of fields with no data..
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Rich Herbert
Adding support for this feature as well. It's confusing for end users.
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