Creating conditional ticket fields

You can create conditional ticket fields to control the appearance and behavior of ticket fields in ticket forms. For example, you can limit the number of ticket fields displayed on forms and control the order in which they appear to the end user.

You must be an admin to create and manage conditional ticket fields.

This article includes the following 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 in ticket forms
How conditional ticket fields are saved
Using Conditional Ticket Fields with the Web Widget (Classic)
Note: If your Zendesk account supports ticket custom fields and you have the legacy Custom Ticket Fields app, remember to uninstall this app. Otherwise, native ticket custom fields will not work as expected.
About conditional ticket fields

With conditional ticket fields, only the fields that admins want agents and end users to see are displayed in ticket forms. Initially, only some fields are displayed on the form. As the user fills in the responses, the form progressively adds subfields based on those responses. This helps you gather more granular and relevant information about user issues or requests.

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 the ticket fields displayed in the agent interface. End-user conditions affect ticket fields on forms displayed in the help center and Web Widget (classic).

By limiting the number of tickets initially displayed, you allow agents and end users to fill in only required or relevant fields. This improves the experience and saves time for end users and agents.

Creating conditional ticket fields and adding them to ticket forms

Adding conditions to ticket forms creates the conditional ticket fields that agents and end users encounter when they finish filling out a form. A form can have up to 1500 conditions per user type.

Note: when you delete a ticket form, the conditions associated with it are permanently deleted.

How to add conditions to ticket forms

In the Admin Center, click the Objects and Rules () icon in the sidebar and select Tickets > Forms.
Move the cursor over the ticket form you want to add conditions to, click the options menu () on the right side and select Conditions.

A new page is displayed.

From the Conditions for drop-down list, choose a type of user (Agents or End Users).

To view conditions that are already on the ticket form, click the expand icon () to show the sections.

In this step, you can edit, duplicate and delete conditions.

Click the Add condition button.
In the dialog box that appears, create a conditional statement defining these items. When finished, click the Add button to insert the condition into the ticket form.
By filling this field
If the value is
show these fields
Mandatory (see Transforming Conditional Ticket Fields into Mandatory)

The checkbox Add another keeps the dialog box open after you click the Add button. So you can enter another condition if needed.

When finished, remember to click the Save button to store the changes made to the ticket form. Otherwise, they will be lost.
About conditions and conditional statements

A conditional ticket field is a field on a ticket form, displayed to agents and end users only for a certain time and under certain circumstances. These circumstances are defined by the administrator in a condition (or conditional statement), which is an if-then statement, or rule associated with a specific ticket form.

For example, notice the words if and then are used in the interface, where the administrator creates a condition for end users.

The same goes for conditions for agents. “If-then” statements are always part of creating conditions.

It is important to note that the Mandatory varies depending on who the condition is for, end user or agent (see previous screenshots). For information about these differences, see Making Conditional Ticket Fields Required.

The following table explains the parts of a conditional statement in detail.

Setting Description

By filling this field

Specifies a field to which you want to apply conditions. He and will be the “conditional ticket field”.

These are the types of fields you can select and conditions to:

Drop-down fields (selected values)
Checkboxes (checked or unchecked)
Text fields (specific strings)
Multiline text fields (specific strings)
Priority field (selected values)
Ticket Type field (selected values)

If the value is

Specifies the value that the conditional ticket field (as defined in When filling in this field) must have in order for the other fields to appear on the ticket form.

show these fields

Specifies the fields that will be displayed when the conditional ticket field (as defined in When filling in this field) has the correct value (as defined in If value is).

You can specify any field on the ticket form except:

Subject
Description

Mandatory

For information about transforming conditional fields into mandatory and the effects of ticket form requirements settings on your admin settings, see Transforming conditional ticket fields into mandatory.

Conditions cannot be applied to the system fields described in About ticket fields, with the exception of Priority and Type. They also cannot be applied to these types of system fields described in Including custom fields in your tickets and support request forms:

multiple selection
Numeric
Decimal
Date
regular expression
Editing, duplicating and removing conditional ticket fields in ticket forms

You can edit or remove conditions in ticket forms. You can also duplicate an existing condition, edit the duplicate and save it as a new condition in the same form. However, you cannot copy and paste a condition into another form.

How to manage conditional ticket fields

In the Admin Center, click the Objects and Rules () icon in the sidebar and select Tickets > Forms.
Move the cursor over the ticket form where the conditions you want to manage are, click the options menu () on the right side and select Conditions.
Click one of the following icons to edit, duplicate or delete the selected condition:

Use the edit icon to change a condition. Make the changes in the dialog box that appears and click the Update button.

Use the duplicate icon to generate a copy of the condition. Modify the duplicate in the dialog and click the Add button.

This modification is necessary because the If value part of the conditional statement must be unique (you cannot use the value in another condition in the ticket form).

Use the delete icon to remove a condition.

How conditional ticket fields are saved

Conditional ticket field selections are maintained as long as you remain on 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 and then re-enter a ticket, unsaved field selections are not retained.

If you want to save all conditional ticket field selections made on a ticket, you must submit the ticket while each field you want to save is visible.

Example:

You have three dropdown ticket fields, Parent, Child 1, and Child 2.

From the Parent drop-down list, select Show Child 1 and select Susan for the field value Child 1.

Without submitting the ticket, select Show Child 2 from the Parent drop-down list, and select Peter for the value of the Child 2 field.

With Show Child 2 selected, submit the ticket.

Show Child 2 and Peter are saved. However, you can select Show Child 1 and see that the Susan value has been kept.

Without submitting the ticket, log out and log in again.

Now, in Show Child 1, the value Susan is empty. This is because you did not submit the ticket and saved this value while Show Child 1 was being displayed.

With Show Child 1 displayed and Susan selected, submit the ticket to save these values.

Now, when you log out and back into the ticket, the values ​​of Show Child 1 and Show Child 2 are kept because you submitted the ticket and saved each of those values ​​while they were visible.

Using Conditional Ticket Fields with the Web Widget (Classic)

If a ticket form includes conditional ticket fields and ticket forms are enabled in the Web Widget (classic) from your admin settings, these fields will be presented to end users in the Web Widget (classic).

The Web Widget (classic) supports most conditional ticket fields natively (but not from the Conditional Fields application). The Web Widget (classic) does not support the Priority and Type fields. If you apply the conditions to these fields will be displayed in the agent interface and ticket forms in the help center, but not in the (classic) Web Widget.

How to confirm ticket forms are enabled in Web Widget (classic)

In the Admin Center, click the Channels () icon in the sidebar and select Classic > Web Widget.

For more information on using ticket forms in the Web Widget (classic), see the section on these forms on Configuring Components in the Web Widget (Classic) and Using Custom Ticket Fields and Ticket Forms with the Web Widget ( classic).