Creating conditional ticket fields

<body>
<p id="docs-hc-snippet" style="display: none;">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.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Tickets &gt; Forms</span>
</div>
<p class="p">You can create conditional ticket fields to control the appearance and behavior
of ticket fields in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858" target="_blank">ticket forms</a>. 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.</p>
<p class="p">You must be an admin to create and manage conditional ticket fields. </p>
<p class="p">This article includes these sections:</p>
<ul class="ul" id="topic-1__ul_typ_mln_rgb">
<li class="li"><a class="xref" href="#topic_ydk_2b1_phb">About conditional ticket
fields</a></li>
<li class="li"><a class="xref" href="#topic_vkc_tsl_rgb">Creating conditional ticket fields and adding them to ticket forms</a></li>
<li class="li"><a class="xref" href="#topic_psv_cln_rgb">About conditions and
conditional statements</a></li>
<li class="li"><a class="xref" href="#topic_fqq_jvz_4hb">Editing, duplicating, and
removing conditional ticket fields on ticket
forms</a></li>
<li class="li"><a class="xref" href="#topic_yr2_5pr_13b">How conditional ticket fields are saved</a></li>
<li class="li"><a class="xref" href="#topic_cr2_5pn_rgb">Using conditional ticket fields with Web Widget (Classic)</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ydk_2b1_phb">
<h2 class="title topictitle2" id="ariaid-title2">About conditional ticket fields</h2>
<div class="body">
<p class="p">With conditional ticket fields, only the fields that admins want agents
and end users to see appear in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858" target="_blank">ticket forms</a>.
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.</p>
<p class="p">For example, when you add a condition to a ticket form, you specify
whether the condition is for agents or end users. </p>
<p class="p"><img class="image img-screenshot" id="topic_ydk_2b1_phb__image_jkk_cc1_phb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/conditions_choose_role.png" width="400"></p>
<p class="p">Conditions for agents affect ticket fields that appear in the agent
interface, as well as agent replies to tickets submitted through the
help center. When an agent submits a ticket as the requester, that
ticket's conditional fields must be fulfilled before agents can
reply to it in the help center.</p>
<p class="p">Conditions for end users affect ticket fields in forms that appear in the
help center and <a class="xref" href="#topic_cr2_5pn_rgb">Web
Widget (Classic)</a>.</p>
<div class="note note">
<span class="notetitle">Note:</span> Conditional ticket field logic applies only to the ticket submission
form. When end users view their existing tickets on their
<strong class="ph b">Requests</strong> page in the help center, all fields visible
to them will be displayed, including conditional fields that were
not populated or were hidden during the initial submission.
</div>
<p class="p" dir="ltr">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.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vkc_tsl_rgb">
<h2 class="title topictitle2" id="ariaid-title3">Creating conditional ticket fields and adding them to ticket forms</h2>
<div class="body">
<p class="p">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.</p>
<div class="note note">
<span class="notetitle">Note:</span> If you delete a ticket form, the conditions associated with that form
are permanently deleted.</div>
<p class="p"><strong class="ph b">To add conditions to ticket forms</strong></p>
<ol class="ol" id="topic_vkc_tsl_rgb__ol_cnh_xsl_rgb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Forms</strong>.</span></li>
<li class="li">Move the cursor over the ticket form that you want to add
conditions to, then click the options menu (<img class="image" id="topic_vkc_tsl_rgb__image_w44_3fb_ljb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ctf_menu_icon.png">) on the right side and
select <strong class="ph b">Conditions</strong>.<p class="p"><img class="image img-screenshot" id="topic_vkc_tsl_rgb__image_anf_kfb_ljb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ctf_menu_conditions.png" width="500"></p>
<p class="p">A new page appears.</p>
</li>
<li class="li">From the <strong class="ph b">Conditions for</strong> drop-down list, choose a type of
user (<strong class="ph b">Agents</strong> or <strong class="ph b">End users</strong>).<p class="p"><img class="image img-screenshot" id="topic_vkc_tsl_rgb__image_db5_dc1_phb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/conditions_choose_role.png" width="500"></p>
</li>
<li class="li">To view the conditions that are already on the ticket form,
click the expand icon (<img class="image" id="topic_vkc_tsl_rgb__image_ql1_cxm_rgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/conditions_expand_icon.png">) to expand the
sections.<p class="p">You can <a class="xref" href="#topic_fqq_jvz_4hb">edit, duplicate, and delete
conditions</a> at this stage also, if you want
to.</p>
</li>
<li class="li">Click the <strong class="ph b">Add condition</strong> button.</li>
<li class="li">In the dialog box that displays, <a class="xref" href="#topic_psv_cln_rgb">create a conditional statement by
defining these items</a>. When you are done,
click the <strong class="ph b">Add</strong> button to add the condition to the
ticket form.<ul class="ul" id="topic_vkc_tsl_rgb__ul_kx4_mjn_mkb">
<li class="li">When filling out this field</li>
<li class="li">If value is</li>
<li class="li">Then show these fields</li>
<li class="li">Required (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846008218" target="_blank">Making conditional
ticket fields required</a>)</li>
</ul>
<p class="p">The <strong class="ph b">Add another</strong> check box causes the dialog
box to remain open after you click the <strong class="ph b">Add</strong>
button, so that you can continue to add another
condition, if needed.</p>
<p class="p"><img class="image img-screenshot" id="topic_vkc_tsl_rgb__image_nxr_n21_phb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/conditions_add_another.png" width="250"></p>
</li>
<li class="li">Once you are done, remember to click the <strong class="ph b">Save</strong> button to
save the changes to the ticket form. Otherwise, your changes
are lost.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_psv_cln_rgb">
<h2 class="title topictitle2" id="ariaid-title4">About conditions and conditional statements</h2>
<div class="body">
<p class="p">A <em class="ph i">conditional ticket field</em> is 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.</p>
<p class="p">For example, notice that the words <em class="ph i">if</em> and <em class="ph i">then</em> are used in
the interface where the admin creates a condition for end users.</p>
<p class="p"><img class="image img-screenshot" id="topic_psv_cln_rgb__image_tx1_bjn_mkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/conditions_ifthen_enduser.png" width="500"></p>
<p class="p">The same thing happens with conditions for agents. If-then statements are
always part of creating conditions.</p>
<p class="p"><img class="image img-screenshot" id="topic_psv_cln_rgb__image_n3v_53n_mkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/conditions_ifthen_agents.png" width="500"></p>
<p class="p">It's important to note that <strong class="ph b">Required</strong> is different depending on
whether the condition is for an end user or an agent (see the
screenshots above). For more information about these differences,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846008218" target="_blank">Making conditional ticket
fields required</a>.</p>
<p class="p">This table explains the parts of a conditional statement in more
detail.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_psv_cln_rgb__table_l3q_5h5_rhb" rules="all" summary="">
<colgroup>
<col style="width:25%">
<col style="width:75%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d6400e304">Setting</th>
<th class="entry cellrowborder" id="d6400e307">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d6400e304">
<p class="p">When filling out this field</p>
</td>
<td class="entry cellrowborder" headers="d6400e307">
<p class="p" dir="ltr">Specify a field that you want to
apply conditions to. This will be the “conditional
ticket field.”</p>
<p class="p" dir="ltr">These are the types of fields you can
select and apply conditions to: </p>
<ul class="ul" id="topic_psv_cln_rgb__ul_vfr_135_rhb">
<li class="li" dir="ltr">Drop-down fields (values
selected)</li>
<li class="li" dir="ltr">Check boxes (checked or not)</li>
<li class="li" dir="ltr">Text fields (specific strings)</li>
<li class="li" dir="ltr">Multi-line text fields (specific
strings)</li>
<li class="li" dir="ltr">Priority field (values
selected)</li>
<li class="li" dir="ltr">Ticket type field (values
selected)</li>
</ul>
<p class="p">For a field to appear in this list, it must
have already been <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5494868102426#topic_h4l_mkp_knb" target="_blank">added to the ticket
form</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d6400e304">
<p class="p">If value is</p>
</td>
<td class="entry cellrowborder" headers="d6400e307">
<p class="p">Specify the value that the conditional ticket
field (as defined in <strong class="ph b">When filling out this
field</strong>) must be in order for other fields to
appear in the ticket form.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d6400e304">
<p class="p">Then show these fields</p>
</td>
<td class="entry cellrowborder" headers="d6400e307">
<p class="p" dir="ltr">Specify fields that will appear when
the conditional ticket field (as defined in
<strong class="ph b">When filling out this field</strong>) is set to the
correct value (as defined in <strong class="ph b">If value
is</strong>).</p>
<p class="p" dir="ltr">You can specify any fields on the
ticket form, except for: </p>
<ul class="ul" id="topic_psv_cln_rgb__ul_ut5_d35_rhb">
<li class="li" dir="ltr">Subject </li>
<li class="li" dir="ltr">Description</li>
</ul>
<p class="p">For a field to appear in this list, it must
have already been <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5494868102426#topic_h4l_mkp_knb" target="_blank">added to the ticket
form</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d6400e304">
<p class="p">Required</p>
</td>
<td class="entry cellrowborder" headers="d6400e307">
<p class="p">For information about making a conditional
field required, and how ticket form requirement
settings in your admin settings affect each other,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846008218" target="_blank">Making conditional
ticket fields required</a>.</p>
</td>
</tr>
</tbody>
</table>
</div>
<p class="p">You can't apply conditions to the <em class="ph i">system fields</em> described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886739098-About-ticket-fields" target="_blank">About ticket fields</a>,
except for Priority and Type. You also can't apply conditions to
these type of <em class="ph i">custom fields</em> described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">Adding custom fields to your
tickets and support request form</a>:</p>
<ul class="ul" id="topic_psv_cln_rgb__ul_rsz_32j_lmb">
<li class="li">Multi-select</li>
<li class="li">Numeric</li>
<li class="li">Decimal</li>
<li class="li">Date</li>
<li class="li">Regex</li>
<li class="li">Lookup relationship</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_fqq_jvz_4hb">
<h2 class="title topictitle2" id="ariaid-title5">Editing, duplicating, and removing conditional ticket fields on ticket forms</h2>
<div class="body">
<p class="p">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. </p>
<p class="p"><strong class="ph b">To manage your conditional ticket fields</strong></p>
<ol class="ol" id="topic_fqq_jvz_4hb__ol_fch_nsx_3pb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Forms</strong>.</span></li>
<li class="li">Move the cursor over the ticket form where you want to manage
the conditions, then click the options menu (<img class="image" id="topic_fqq_jvz_4hb__image_h45_dtx_3pb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ctf_menu_icon.png">) on the right side and
select <strong class="ph b">Conditions</strong>.</li>
<li class="li">Click any of the following icons to edit, duplicate, or delete
the selected condition:
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_fqq_jvz_4hb__table_llk_xsz_4hb" rules="all" summary="">
<colgroup>
<col style="width:25%">
<col style="width:75%">
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder">
<p class="p"><img class="image" id="topic_fqq_jvz_4hb__image_mlk_xsz_4hb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/conditions_edit_icon.png"></p>
</td>
<td class="entry cellrowborder">
<p class="p">Use the edit icon to change a condition. Make
your changes in the dialog box that appears, and
then click the <strong class="ph b">Update</strong> button.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder">
<p class="p"><img class="image" id="topic_fqq_jvz_4hb__image_nlk_xsz_4hb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/conditions_duplicate_icon.png"></p>
</td>
<td class="entry cellrowborder">
<p class="p">Use the duplicate icon to duplicate (copy) a
condition. Modify the duplicate in the dialog box
that appears, and then click the <strong class="ph b">Add</strong>
button.</p>
<p class="p">The reason you have to modify the duplicate is
because the <strong class="ph b">If value is</strong> part of the
condition statement must be unique (you can’t use
the value in another condition on the ticket
form). </p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder">
<p class="p"><img class="image" id="topic_fqq_jvz_4hb__image_olk_xsz_4hb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/conditions_delete_icon.png"></p>
</td>
<td class="entry cellrowborder">
<p class="p">Use the delete icon to delete a condition. </p>
</td>
</tr>
</tbody>
</table>
</div>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_yr2_5pr_13b">
<h2 class="title topictitle2" id="ariaid-title6">How conditional ticket fields are saved</h2>
<div class="body">
<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr">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.</p>
<p class="p"><strong class="ph b">Example:</strong></p>
<p class="p" dir="ltr">You have three drop-down ticket fields, <strong class="ph b">Parent</strong>, <strong class="ph b">Child
1</strong>, and <strong class="ph b">Child 2</strong>.</p>
<ol class="ol" id="topic_yr2_5pr_13b__ol_ecz_tjg_b3b">
<li class="li">From the <strong class="ph b">Parent</strong> drop-down list, select <strong class="ph b">Show child
1</strong> and select <strong class="ph b">Susan</strong> for the <strong class="ph b">Child 1</strong>
field value.<p class="p" dir="ltr"><img alt="Custom field example" class="image img-screenshot" id="topic_yr2_5pr_13b__image_krn_kqr_13b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cf2-save.png"></p>
</li>
<li class="li">Without submitting the ticket, select <strong class="ph b">Show child 2</strong> from
the <strong class="ph b">Parent</strong> drop-down list and select <strong class="ph b">Peter</strong> for
the <strong class="ph b">Child 2 </strong>field value.<p class="p" dir="ltr"><img alt="Custom field example" class="image img-screenshot" id="topic_yr2_5pr_13b__image_u4m_jqr_13b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cf1-save.png"></p>
</li>
<li class="li">With <strong class="ph b">Show child 2</strong> selected, submit the ticket.<p class="p" dir="ltr"><strong class="ph b">Show child 2</strong> and <strong class="ph b">Peter</strong> are
saved. However, you can select <strong class="ph b">Show child 1</strong>
and see that the value <strong class="ph b">Susan</strong> is
retained.</p>
</li>
<li class="li">Without submitting the ticket, exit and re-enter the
ticket.<p class="p">Now, under <strong class="ph b">Show child 1, </strong>the value
<strong class="ph b">Susan</strong> is empty. This is because you never
submitted the ticket and saved this value while
<strong class="ph b">Show child 1</strong> was displayed.</p>
</li>
<li class="li">With <strong class="ph b">Show child 1</strong> displayed, and <strong class="ph b">Susan</strong> selected,
submit the ticket to save these values.<p class="p" dir="ltr">Now,
whenever you exit and re-enter the ticket, the
values for both <strong class="ph b">Show child 1</strong> and <strong class="ph b">Show
child 2</strong> are retained because you submitted the
ticket and saved each of these values while they
were visible.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_cr2_5pn_rgb">
<h2 class="title topictitle2" id="ariaid-title7">Using conditional ticket fields with Web Widget (Classic)</h2>
<div class="body">
<p class="p">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). </p>
<p class="p">Web Widget (Classic) supports most native conditional ticket fields. The
<strong class="ph b">Priority</strong> and <strong class="ph b">Type</strong> fields 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).</p>
<p class="p"><strong class="ph b">To confirm that tickets forms are enabled in Web Widget
(Classic)</strong></p>
<ul class="ul" id="topic_cr2_5pn_rgb__ul_nd2_xdt_rgb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_cr2_5pn_rgb__d8e1040" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Classic &gt; Web Widget</strong>.</span></li>
</ul>
<p class="p">For more information about using ticket forms in the Web Widget
(Classic), see the section about ticket forms in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838063258" target="_blank">Configuring components in Web
Widget (Classic)</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834218522" target="_blank">Using custom ticket fields
and ticket forms with Web Widget (Classic)</a>.</p>
</div>
</div>
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