How to hide dropdown fields based on dropdown selection?

Hi Johnny, 

Unfortunately, the previous community post has been archived. You might have some luck with this 3rd-party app called Formset since it allows customers to set the visibility of certain field options as well as it claims to work for both the agent and end-user experience. 

Hey Arianne Batiles,

Thanks for your response, I understand that queries about custom coding fall outside of your support's scope.  But, in the past I've seen and had others assist us with the code, so I thought I'd try and see if anyone could assist with the custom code:)

Hi Johnny,

Using conditional ticket fields can hide/display whole fields, but not options within a single field. Some customers have done custom coding to their Help Centers to change the appearance for end-users. Unfortunately, queries regarding custom coding and troubleshooting issues related to the customizations you have made are outside the range of the support we are able to offer. 

We have an app that can hide field options of a drop-down field which is called Ticket Field Manager App. The app allows you to hide options for a given dropdown field. However, this is only applicable in the agent interface and not to the request form. See Installing and using the Ticket Field Manager app for more details. 

Hey Jahn Bronilla,

Thanks for your suggestion, creating conditional fields won't work with my request. When users choose a particular dropdown value from a dropdown menu, I want to make a certain field invisible to them. Fields ought to appear when a user chooses an alternative dropdown. Currently, when  user selects another drop-down option, the conditional fields totally hide all of the fields for them. So, using custom code will enable me to hide a certain field from the user based on their selection.

Just an example, there is a dropdown called State and the user chooses Georgia. Only certain fields should be visible upon selection, and the conditional fields hides all required field when the user chooses any other state than Georgia.

Hi Johnny J, you can actually create condition ticket field/s (customer facing or agent facing) based on the prior selection of the drop down.

This article might help you with this - https://support.zendesk.com/hc/en-us/articles/4408834799770-Creating-conditional-ticket-fields