You can create conditional ticket fields to control the appearance and behavior of ticket fields inticket forms. For example, you can limit the number of ticket fields that appear in ticket forms, and control the sequence in which ticket fields are presented to end users.
You must be an admin to create and manage conditional ticket fields.
This article includes these sections:
- About conditional ticket fields
- Creating conditional ticket fields and adding them to ticket forms
- About conditions and conditional statements
- Editing, duplicating, and removing conditional ticket fields on ticket forms
- How conditional ticket fields are saved
- Using conditional ticket fields with Web Widget (Classic)
About conditional ticket fields
With conditional ticket fields, only the fields that admins want agents and end users to see appear inticket forms. Initially, only a few fields appear in the form. As the user fills in their answers, the form progressively adds sub-fields based on the users’ answers. This helps you collect more granular and relevant information about their problem or request.
For example, when you add a condition to a ticket form, you specify whether the condition is for agents or end users.
Conditions for agents affect ticket fields that appear in the agent interface. Conditions for end users affect ticket fields in forms that appear in the help center andWeb Widget (Classic).
By limiting the number of fields that initially display, you make it so that agents and end users complete only the fields that are required or relevant fields. This results in a better experience and time-savings for both end users and agents.
Creating conditional ticket fields and adding them to ticket forms
Adding conditions to ticket forms creates conditional ticket fields that agents and end users encounter when they complete a ticket form. Each form can have up to 1500 conditions per user type.
To add conditions to ticket forms
- InAdmin Center, click
对象and rulesin the sidebar, then selectTickets > Forms. - Move the cursor over the ticket form that you want to add conditions to, then click the options menu (
) on the right side and selectConditions.
A new page appears.
- 从Conditions for下拉列表中,选择一个类型的用户(Agentsor最终用户).
- To view the conditions that are already on the ticket form, click the expand icon (
) to expand the sections.You canedit, duplicate, and delete conditionsat this stage also, if you want to.
- Click theAdd conditionbutton.
- In the dialog box that displays,create a conditional statement by defining these items. When you are done, click theAddbutton to add the condition to the ticket form.
- When filling out this field
- If value is
- Then show these fields
- Required (seeMaking conditional ticket fields required)
TheAdd anothercheck box causes the dialog box to remain open after you click theAddbutton, so that you can continue to add another condition, if needed.
- Once you are done, remember to click theSavebutton to save the changes to the ticket form. Otherwise, your changes are lost.
About conditions and conditional statements
Aconditional ticket fieldis a ticket field within a ticket form that only appears to agents and end users some of the time, under certain circumstances. Those circumstances are defined by the admin in a condition (or condition statement), which is an if-then statement, or rule, that is associated with a specific ticket form.
例如,注意到这句话ifandthenare used in the interface where the admin creates a condition for end users.
The same thing happens with conditions for agents. If-then statements are always part of creating conditions.
It's important to note thatRequiredis different depending on whether the condition is for an end user or an agent (see the screenshots above). For more information about these differences, seeMaking conditional ticket fields required.
This table explains the parts of a conditional statement in more detail.
| Setting | Description |
|---|---|
When filling out this field |
Specify a field that you want to apply conditions to. This will be the “conditional ticket field.” These are the types of fields you can select and apply conditions to:
For a field to appear in this list, it must have already beenadded to the ticket form. |
If value is |
Specify the value that the conditional ticket field (as defined inWhen filling out this field) must be in order for other fields to appear in the ticket form. |
Then show these fields |
Specify fields that will appear when the conditional ticket field (as defined inWhen filling out this field) is set to the correct value (as defined inIf value is). You can specify any fields on the ticket form, except for:
For a field to appear in this list, it must have already beenadded to the ticket form. |
Required |
For information about making a conditional field required, and how ticket form requirement settings in your admin settings affect each other, seeMaking conditional ticket fields required. |
You can't apply conditions to thestandard fieldsdescribed inAbout ticket fields, except for Priority and Type. You also can't apply conditions to these type ofcustom fieldsdescribed inAdding custom fields to your tickets and support request form:
- Multi-select
- Numeric
- Decimal
- Date
- Regex
- Lookup relationship
Editing, duplicating, and removing conditional ticket fields on ticket forms
You can edit or remove conditions on ticket forms. You can also duplicate an existing condition, edit the duplicate, and then save the duplicate as a new condition on the same ticket form. However, you can't copy and paste a condition into another ticket form.
To manage your conditional ticket fields
- InAdmin Center, click对象and rulesin the sidebar, then selectTickets > Forms.
- Move the cursor over the ticket form where you want to manage the conditions, then click the options menu () on the right side and selectConditions.
- Click any of the following icons to edit, duplicate, or delete the selected condition:
Use the edit icon to change a condition. Make your changes in the dialog box that appears, and then click theUpdatebutton.
Use the duplicate icon to duplicate (copy) a condition. Modify the duplicate in the dialog box that appears, and then click theAddbutton.
The reason you have to modify the duplicate is because theIf value ispart of the condition statement must be unique (you can’t use the value in another condition on the ticket form).
Use the delete icon to delete a condition.
How conditional ticket fields are saved
Selections from conditional ticket fields are retained while you remain in the ticket, even if you make a field invisible, or change the ticket form. However, when you submit the ticket, only the fields that are visible are saved. If you exit, then re-enter a ticket, any unsaved field selections are not retained.
If you want to save all conditional ticket field selections you make on a ticket, you must submit the ticket while each field you want to save is visible.
Example:
You have three drop-down ticket fields,Parent,Child 1, andChild 2.
- 从Parentdrop-down list, selectShow child 1and selectSusanfor theChild 1field value.
- 没有提交机票,选择Show child 2from theParentdrop-down list and selectPeterfor theChild 2field value.
- WithShow child 2selected, submit the ticket.
Show child 2andPeterare saved. However, you can selectShow child 1and see that the valueSusanis retained.
- Without submitting the ticket, exit and re-enter the ticket.
Now, underShow child 1,the valueSusanis empty. This is because you never submitted the ticket and saved this value whileShow child 1was displayed.
- WithShow child 1displayed, andSusanselected, submit the ticket to save these values.
Now, whenever you exit and re-enter the ticket, the values for bothShow child 1andShow child 2are retained because you submitted the ticket and saved each of these values while they were visible.
Using conditional ticket fields with Web Widget (Classic)
If a ticket form includes conditional ticket fields, and ticket forms are enabled in Web Widget (Classic) from your admin settings, conditional ticket fields are presented to end users in Web Widget (Classic).
Web Widget (Classic) supports most native conditional ticket fields (but not from theConditional Fields app). ThePriorityandTypefields are not supported in Web Widget (Classic). If you apply conditions to these fields, they appear in the agent interface and in ticket forms that appear in the help center, but not in Web Widget (Classic).
To confirm that tickets forms are enabled in Web Widget (Classic)
- InAdmin Center, click
Channelsin the sidebar, then selectClassic > Web Widget.
For more information about using ticket forms in the Web Widget (Classic), see the section about ticket forms inConfiguring components in Web Widget (Classic), andUsing custom ticket fields and ticket forms with Web Widget (Classic).
52 Comments
Hi Erik,
Option number two 2 is doable with a bit of a hack...
You will need to create 2 custom fields, one on the org level and the other on the ticket level
You will need to populate both of them with the same values and tag names.
Once a ticket is created, the organizational custom field will add the tag to the ticket and by doing so, as the tags have the same value, it will set the custom field value to the same value as in the organizational custom field.
I think this will work only on ticket create and not update (haven't tested it).
Hope this helps you..
Yoram
Is there a way to make a field conditional/required for only certain instances, but VIEWABLE at all times?
Is this the TL:DR version?
Create a new form, create and add all the fields you need. Once all fields are in, create the conditions.
Hello - I am wanting to add a Conditional Field, however, I do not see a Settings option, as seen below. Would anyone be able to assist? Thanks!
Hello-
In the forms view you mouseover the form to the right end and select Conditions to launch the Conditions screen where you can create your Conditions.
Can we add more conditional fields than 1500 which is the maximum or is there any way we can do that or exceed that limit maybe via app or some other logic ?
Please support
Help! I am setting up conditional fields for the first time.
I have a dropdown where the user selects an issue, and then from there is supposed to be directed to additional fields that ask for more information depending upon their choice.
Dropdown: What is your issue?
Option 1: I can't log in. (No conditional fields based upon this.)
Option 2: Broken link (Conditional field: Name of course)
Option 3: Issue with portfolio (No conditional fields based upon this)
Option 4: Issue with assignment folder (Conditional field: Name of course)
What I had hoped was that on the main view of the form, the conditional field would not appear until the user selected an option that activated it. However, this field -- "Name of course" -- is present on the main view of the form. So even though it's not supposed to appear until someone chooses an option that activates it -- it is visible on the main form to the end user. It makes the conditional aspect of it useless.
"Name of course" is not a required field. The form is set so no option is preselected for "What is your issue?"
What have I missed in this setup process?
避免显示这一领域”的名字当然“field must be linked to a condition. In your main ticket form, you should add all the fields you would like to show. However, they will show if they have not been linked to a condition.
Please, contactZendesk Support Team, if you're required further assistance.
Greetings.
Hey all,
I'm not sure if I miss something here. We're working with conditional fields for agents successfully.
Now we plan to activate the "Request new ticket" end-user form, and we want a few fields to conditionally appear whenever the user selects a specific contact reason.
It just doesn't work. All conditional fields are shown to the user at any times. The "conditional" feature appears to be just not there, no matter what we configure.
Are "end-user" conditionsreallymeant to be working in the help center 'new request' form?
Regards
Oliver
I am having a problem with trying to delete a value from a custom field, I get an error message:
"Field options: 'Vision' is used in Conditional Ticket Fields and cannot be changed or removed. To do that, please remove it from the form's conditions."
However, I have already deleted it from the conditional fields and the value is definitely not on any other condition / form, so why can't I delete the field? Can anyone help please, I'm pulling my hair out!
Thanks,
Steven.
I found the answer to my own problem - it was hiding as a conditional field on a deactivated form... !
你好,
We only want to show a custom field when the ticket status is Solved. Is this possible to configure this using conditions? I don't see Ticket Status in the list of fields to configure the condition against.
Thanks, Ian
HiIan Hawkins,
Ticket Status is a standard ticket field. You can't apply conditions tostandard ticket fields, except for Priority and Type. Please see thissectionabout which fields you can't apply conditions to and the list ofstandard ticket fieldsfor more information. I hope that helps!
Ian HawkinsHi Ian, one trick I used for a similar situation (we wanted fields to appear only after ticket is created), is to use the ticket field manager app to create a hidden field, then use it as your conditional field.
Installing and using the Ticket Field Manager app – Zendesk help
For example, create a custom dropdown like 'ticket solved - yes / no'. Default it to no.
Have your custom field set as a condition, when the first field is yes.
Then create a trigger to set the value as yes, when ticket is solved.
Finally, use the app to make the first dropdown a hidden field. Then it just does its magic behind the curtain.
Regards,
Steven.
Hi
I am looking for an option to add a new condition to multiple forms
The use case is I am adding a new condition that should be applied to a few forms
At the moment, from what I can see, I need to add the conditions manually to each one of the forms.
It would be great to have an option to specify at the condition level to what form it applies to.
thanks\Yoram
Thanks for sharing this with us! I would recommend sharing your feedback in ourFeedback - Ticketing System (Support)using the followingtemplate. That way we can get your feedback to the appropriate product managers for review :)
Thanks again!
HI
I have an issue where none of our date fields show up. I have checked the forms and the fields and all look correct, but if its a date type it does not show up. Is there something I'm missing. Somewhere I need to look to check.
Thanks Alec
Hi Alec,
I am going to create a ticket on your behalf to further check on this. Please check your email for my message and reply.
Thank you.
Can someone from Zendesk please explain why conditions can't be applied to multi-select fields? I want to be able to surface an additional field only when an agent checks a specific checkbox in a multi-select field.
Multi-select field is one of the field types that cannot be used in the conditional ticket fields as discussedhere.
Pleasesign into leave a comment.