Zach SK

Thank you, Ifra Saqlain.

For the first item:

• I only want to do this to this particular article. Is there a way to add a filter for this in the css?

Sure thing. I plan to use a Guide Article as a redirect destination for an internally hosted web page, as we want to also utilize this redirect to usher folks who are not familiar with our knowledge base to the site.

The ideal scenario for this is to simply be a "we've moved" type of page with some basic information (typical article title and content). What I am trying to achieve is:

• remove the entirety of both sections highlighted in red
• remove this particular article from and search results

I tried creating an article template solely for this but I'm not able to eliminate these sections.

Ifra Saqlain is it possible to do this for select articles? I'm trying to host a landing page and bury it within my Knowledge Base. This would include, removing breadcrumbs, "other articles in this section" and removing from search (if possible).

For anyone who is looking for the functionality described in the original comment, two things you need to utilize are hidden fields and triggers. While there are a multitude of apps that can provide the functionality to hide fields, I am currently running the solution outlined below with Zendesk's own "Ticket Field Manager" app.

Instead of setting conditions to show fields based on multiple conditions, you set those fields to show based off the condition of a hidden field. For my example I'll explain using the example of a hidden drop-down field: "Internal Team"

Start by building triggers:
Meet ALL Conditions:

• "Issue" field = A
• "Reason" field = B

Meet ANY Conditions:

• Ticket is Created
• Ticket is Updated

Actions:

• set "Internal Team" field = Team A

Rinse and repeat for all your workflows based off of "Internal Team" field...

Next, go to your ticket form conditions and show desired fields based off of the value of the "Internal Team" field.

I typically run this flow with checkbox and boolean drop-down fields but you can certainly stretch this as far as you need to, should you have the patience and bandwidth.

Unfortunately, you cannot report on this for tags but you can for fields. Instead of having a trigger apply a tag, create and hide a checkbox field and have the trigger check the box. This way you can report on the field change.

This thread sheds a little more light on this: https://support.zendesk.com/hc/en-us/community/posts/4408868118298-Report-on-When-Tag-Was-Added-to-Ticket

Jake Warren, that would be a nice addition as well, in regards to trigger/automation conditions.

However, I believe the original post (and what I am in support of) is in regards to conditional ticket fields (which requester cannot be used for). Currently, ticket fields can only be associated with 1 condition..

An example of how this currently operates would be:

• if ticket_field_a value = "123" SHOW ticket_field_c

An example of multiple conditions would be:

• if ticket_field_a value = "123" AND ticket_field_b = "456" SHOW ticket_field_c

+1000x (as well) to this!

Utilizing multiple conditions would greatly alleviate pain points with cross-team collaboration on some of my workflows.