Hugo Richard

The issues you’re facing with chat triggers firing incorrectly could be caused by several factors, such as:

• Configuration Changes: Conflicts in conditions or recent edits (e.g., dropdown values in custom fields).

• Conflicting Actions: Multiple triggers overlapping or triggering at the same time.

I’d recommend running a health check to identify potential misconfigurations or conflicting settings.

It sounds like what you’re experiencing is related to how Zendesk currently interprets the default blank (” - “) value as a legitimate selection, even when a field is set to “Required to submit a request.” This can indeed defeat the purpose of having it marked as mandatory if users aren’t forced to choose a specific option.

Here are a couple of recommendations that might help resolve or work around this issue:

1. Change the Default Setting: If possible, try removing the blank (“ - ”) as an option by setting a specific default value in the dropdown menu. This approach forces a selection upon loading, which can prompt users to consider their choice. However, be mindful of two potential drawbacks:

• If the default value doesn’t apply, users might skip changing it, leading to inaccurate submissions.

• If the field isn’t relevant for some users, they could still be forced to choose an option that doesn’t fully align with their needs.

To mitigate these risks, you may want to choose a generic default value that prompts users to select the correct option, such as “Please choose one.”

2. Automated Health Check : To ensure this issue isn’t part of a broader configuration quirk, consider using a health check analyser available on the marketplace. This tools can scan your Zendesk setup for potential issues or misconfigurations that might impact functionality. A tool like this could help identify any other unexpected behaviors with the form or field requirements.

In the future, to check why things are broken you can check this health check analyser: https://www.zendesk.com/marketplace/apps/support/1080781/automated-healthcheck/?queryID=ff62f2ce7b88f370ef8623810253a801