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Limit displayed values in a drop-down list field based on conditions

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Admin Revops

Publication le 05 août 2024

In the spirit of optimizing CX for both Customers and Agents, I would like to be able to condition the values displayed in a drop-down list field to a previous completed field.

For example: While completing a contact form, I have mandatory two fields to complete:

  1. Country: a drop-down list field containing 3 values:
    1.  France, Italy, Spain.
  2. City: a drop-down list field containing 12 values:
    1. Paris, Marseille, Bordeaux, Lille, Roma, Napoli, Milano, Venice, Madrid, Barcelona, Sevilla, Bilbao.

The expected behavior is the following:

  • IF Value “France” is selected in the "Country" drop-down list field
  • THEN the "City" drop-down list field should only display the associated values: "Paris", "Marseille", "Bordeaux", “Lille".

The remaining values shall be not be displayed:

  •  as it would trigger inaccuracies/errors to fix in my reporting 
  • as I want my Customers/Agents to save time by not having to scroll down all values

Best,

 

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1 commentaire

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    Scott Tynan

    Copilot says you can do this already.

    It’s possible to create conditional drop-down fields in Zendesk Support to achieve the behavior you described. Here’s a step-by-step guide to set this up:

    1. Create Custom Fields:
      • Go to Admin Center > Objects and rules > Tickets > Fields.
      • Create a custom drop-down field for “Country” with the values: France, Italy, Spain.
      • Create another custom drop-down field for “City” with all the city values: Paris, Marseille, Bordeaux, Lille, Roma, Napoli, Milano, Venice, Madrid, Barcelona, Sevilla, Bilbao.
    2. Set Up Conditional Fields:
      • Go to Admin Center > Objects and rules > Tickets > Forms.
      • Select the ticket form you want to add conditions to and click on the options menu (three dots) next to it, then select Conditions.
      • Click Add condition and set up the following conditions:
        • IF “Country” is “France”
          • THEN show “City” values: Paris, Marseille, Bordeaux, Lille.
        • IF “Country” is “Italy”
          • THEN show “City” values: Roma, Napoli, Milano, Venice.
        • IF “Country” is “Spain”
          • THEN show “City” values: Madrid, Barcelona, Sevilla, Bilbao.
    3. Save and Test:
      • Save your changes and test the form to ensure the “City” drop-down list updates based on the selected “Country”.

    By setting up these conditions, you can ensure that only relevant city options are displayed based on the selected country, helping to reduce errors and save time for your customers and agents12.

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