Setting fields in forms as mandatory
I'd love it if there were a way to set ticket fields as mandatory if a certain form is used, but not mandatory if a different form is used.
For us, we have customers use a different form to contact us depending on what they need help with. If they pick a form, we want certain fields to be required, but not required for all tickets.
Hi Gwyn Mabo - You can accomplish this with Conditional Ticket Fields. More info here: https://support.zendesk.com/hc/en-us/articles/4408834799770-Creating-conditional-ticket-fields
Hi Chandra Robrock, I was advised that this isn't possible by your customer support team via email ticket - they advised me to post my feedback here.
I can see in the article you can set up different fields for different forms or conditions. However, I want certain fields to be mandatory when using one form, but not using another.
Hi Gwyn Mabo - You can definitely setup certain fields to be mandatory in one ticket form but not the other. I actually use the Conditional Ticket Fields feature for that exact use case at my own company.
For example, on Ticket Form A, you could add conditional logic for Ticket Field A to be required upon solve. However, for Ticket Form B, you could either have Ticket Field A listed but not required upon solve OR perhaps not even have Ticket Field A present on Ticket Form B at all.
Sharing a screenshot below which shows two different forms where I have a field called Ticket Category but, for the first form, the field isn't required. For the second form, the field is required conditionally (i.e. upon solve).
To add the conditional logic, you'll just need to trigger it off something that is always true. For example, if you have a checkbox that is present on all of your tickets, you could require Ticket Category to be required upon solve when the checkbox is selected AND when it is unselected.
If you continue to run into issues when attempting to get this setup, feel free to send over some screenshots of what you're seeing & I'll do my best to help out.
Of note, I don't actually work for Zendesk - I'm just a power user that loves helping out other community members - so I'll only be able to troubleshoot based on information & screenshots provided. :)
Hi Chandra, didn't realise you're a user like me, sorry about that!
Thanks for your helpful post! However, my query is about when end users fill in the form through our Contact Us page, rather than on ticket solve.
Apologies - my screenshots were showing how you can use it for Agents & require specific fields upon solve. However, the feature does also allow you to add conditional logic for end users as well.
If you have just one ticket field on the form (in addition to the default ticket fields), this may not work for you. However, if you have a few different fields on the form, you just may find a solution that works for you as this feature does have the ability to override the 'Required to submit a request' checkbox for ticket fields.
+1 - I would also prefer it if there were a form-level checkbox for whether or not a field is required rather than (or as an override to) a field-level setting.
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