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Add a second layer of authentication in Conditional Fields.
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Publicado 14 de mar. de 2025
Can we go one step further with conditional fields by adding a two-factor authentication or something similar? The idea is that we have ticket forms/fields setup, and we need the requestor to confirm an expedited request. It can become commonplace by having the requestor enable the checkbox and they will soon ignore it. Looking for something that can add a different layer of validation.
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5 comentários
Caroline Kello
Hey Paul, could you give some more detail on how you see this workflow playing out? Would be great if you could step me through what you'd like to see here. Thanks.
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Paul Rycus
Our requester (end-user) in this scenario is our warehouse locations. At times they submit requests for material to be expedited for their needs. Expedited requests need to be actioned immediately and are subject to higher costs. The ticket form used is [Order Request] and the type of order selection is [Expedited Order].
We use checkboxes for some order types in which the requester enables it to confirm specific needs. Unfortunately, the requestor has a habit of simply checking the boxes without really questioning the reason. It becomes rote.
As an alternative, we were hoping there was an action that the requestor would be forced to validate their reasoning for the expedited request. Maybe a two-factor authentication where they have to obtain a code to enter. I hope this provides greater detail. Thanks.
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Caroline Kello
Gotcha, thanks for the additional details! If I'm understanding it correctly it's more that you want to put in an additional layer of friction or verification, and maybe even justification, as to why this is an Expedited Order? Like “Tell me why an Expedited Order is required”. Or is there something specific that a 2FA prompt would achieve here that I might be missing?
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Paul Rycus
That is correct. We are exploring alternatives out there for this purpose.
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Michael Croft
Hi Paul,
Michael Croft from Zendesk Professional Services here. I was talking with Caroline about this and there are several ways to build a workflow like this, depending on exactly how you want it to behave.
What I think is the easiest solution is a pure front-end solution using JavaScript. You'd put an onChange listener on the expedite checkbox, then when that was fired, you'd bring up a modal sheet that displayed any notification you'd want for your end-user, followed by an input field to let them fill in a rationale. When the “I authorize the additional expedited charges.” button is clicked, the JavaScript would copy the rationale to an additional hidden field.
That's the all front-end solution.
A similar solution with an SMS gateway would let you send a message to your customer and ask them to reply with a rationale. This adds more friction, but is doable, assuming you have a service like Twilio that lets you create an SMS via API.
If you want to mark the form as “provisionally expedited” and send them a note after the ticket is submitted, you can use Zendesk to ask them to provide a rationale via normal ticketing processes before an agent even sees it.
If you're not sure which solutions meet your needs or if you want Zendesk Professional Services to help you design and build your solution, your Account Executive can arrange a discussion with a Solutions Architect to see if ProServ can meet your needs.
Zendesk or a third party partner or your internal or external JavaScript devs should be able to build any of the variants I've mentioned.
Hope this helps, and looking forward to learning what approach you take!
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