Criação de campos de ticket condicionais

image avatar

Amy Malka

Zendesk Documentation Team

Editado 19 de mar. de 2025

2

0

70 comentários

Data
    Mais recentes
      image avatar

      Jay Jayakrishnan

      In the Example listed under How conditional ticket fields are saved; if it happens that an agent initially saves the fields as 

      From the Parent drop-down list, select Show child 1 and select Susan for the Child 1 field value and Submits the ticket as well. But then later on, the agent goes back to the Parent drop-down list, select Show child 2 from the Parent drop-down list and select Peter for the Child 2 field value and Submits the ticket.

      In this case, when we see this ticket on the Explore report, it shows both values being saved to the ticket; which does not make sense as the actual intent is to select EITHER of the two values from the drop down rather than “Multi-Selecting” the drop down options.

       

      Ideally, the last saved/submitted value of Show Child 2 and Peter should have been saved instead of all values.

      I hope Zendesk looks into this and addresses it.

      0

      image avatar

      Ulises

      +1 on Jimmy Rufo's comment. It would be really useful to have ticket conditioning based on the organization.

      0

      image avatar

      Jimmy Rufo

      Is it possible to show a field on a form, based on the organization that requested the ticket?

      i.e. IF organization is Org A, show Field A in Form A;  Otherwise, do not show Field A at all.

      1

      image avatar

      Ramakrishnan N

      Hello Zendesk team,

      What I thought was a simple requirement using conditional custom fields seems to be a challenging one now…

       

      I want to set up three custom fields: Custom Field1,  Custom Field2

       

      Custom Field1 can have values CF1, CF2, CF3. I want this field to be displayed in the agent form always, but the value CF1 and CF2 should be displayed when I select Incident from the Type field (system field), and the value CF3 should be displayed when I select Question from the Type field. How can I achieve it?

      Also, how can I show Custom Field2 values conditionally based on a value selected in Custom Field1?

      1

      image avatar

      Florian - SEIF Partner

      Nous avons détaillé quelques vidéos pour présenter les champs conditionnels en action, et leur paramétrage : https://www.youtube.com/watch?v=exFUpsa3cls

      0

      image avatar

      Joyce

      Hello Patrick, 
       
      Please start a conversation with us using the option in the article Contacting Zendesk Customer Support as we will need to check your account to understand why the "conditions" option is missing on it.
       

      0

      image avatar

      Patrick Beebe

      My organization has the Enterprise Pro license, yet I do not see the “conditions” when selecting the (***) on the field. Do I submit another ticket to Zendesk support?

      0

      image avatar

      Joyce

      Hello,
       
      What you have observed is expected behavior. To display the main category together with the subcategory, you will need to configure the nested dropdown field as Dell::Dell Processor issue so it will show like below:

      0

      image avatar

      Sheena

      Hi ,

       

      I want to see the selected drop-down option along with the field name-

      For example:

      If I have category 1
      IT assets
      1.Laptop
      2.Monitor

      Categories 2( I am adding Nested field)
      Issues
      1.Dell::Processor issue
         Dell::Software update

      2.Mac::Network Issue
         Mac::Keyboard 

      And if I am selecting Dell>Software update 

      It should display Dell software update, But its displaying only Software update.

      So it difficult understand for which brand this option is displayed.

      Can someone help with this?

       

      0

      image avatar

      Paul Moran

      We currently use the Vue framework to help manipulate fields on our request form.

      We just added a conditional field that shows/hides another field when you select a value. Alas, the condition doesn't work if I have the Vue code on the page. As soon as I remove the reference to Vue, it works.

      There are no errors in the browser debug console. I'm guessing that Vue is somehow interfering with the listener events on the request form. 

      Has anyone else had this kind of issue, or maybe someone can explain how the field event listeners work?

      0

      Entrar para comentar.

      Detalhes da conta

      Entre para ver os detalhes

      Entre para ver rapidamente os detalhes da sua conta

      Entrar

      CONTEÚDO ADICIONAL