Utilising conditional ticket fields in Zendesk is a strategic move that simplifies the support process for both customers and support agents. By optimizing the ticket submission experience, businesses can improve efficiency, accuracy, and overall customer satisfaction.

Whether it's tailoring ticket fields based on the nature of the issue or customizing options for different customer segments, conditional ticket fields in Zendesk empower businesses to deliver personalized and effective support.

These fields dynamically adapt based on certain conditions, enhancing efficiency and ensuring customers provide relevant information. Setting up this conditionality is an essential step towards optimising customer support workflows.

Understanding Conditional Ticket Fields

Conditional ticket fields enable you to display specific ticket fields based on predetermined criteria. This ensures the following:

• Customers see only the most relevant options
• Simplifying the ticket submission process
• Enhancing the overall experience for the agent or end-user.

For example, you may want to display different ticket fields based on the category of the issue the customer is reporting. If a customer selects "Technical Issue," specific technical-related fields will appear, while if they select "Billing Inquiry," relevant billing-related fields will be displayed.

We're going to show you an example below on how to configure ticket field conditionality. 

How to Set up Ticket Field Conditionality

To configure conditional ticket fields in Zendesk, follow these steps:

1. In Admin Center, click  Objects and Rules in the sidebar, then select Tickets > Forms.
2. Move the cursor over the ticket form that you want to add conditions to, then click the options menu () on the right side and select Conditions.
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3. From the Conditions for drop-down list, choose a type of user (Agents or End users).
   1. We recommend starting with Agents first and then copying the agent conditions to the end-user side.
4. Click the Add condition button.
5. In the dialogue box that displays, create a conditional statement by defining these items. When you are done, click the Add button to add the condition to the ticket form.
   • When filling out this field
   • If value is
   • Then show these fields
   • Required (see Making conditional ticket fields required)
6. After you've configured the conditionality for agents, from the Conditions for drop-down list, choose the type of user = End-user. 
7. Click the blue Copy Agent Conditions button. This will copy the conditionality you've set up for agents, over to the end-user side as well. 
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8. Ensure that the ticket fields are marked as required as needed, this will force the customer to input the data into the field before they can submit their request. 
9. Once you are done, remember to click the Save button to save the changes to the ticket form. Otherwise, your changes are lost.

Example Video:

Enhancing Customer Experience

By implementing conditional ticket fields in Zendesk, businesses can significantly enhance the customer experience during ticket submission. Customers are presented with only the relevant options, reducing confusion and ensuring the right information is collected from the outset.

RESOURCE INFORMATION: For a more detailed step-by-step guide on creating conditional ticket fields in Zendesk, refer to the official Zendesk support article here.