When adding or removing ticket fields from a Zendesk ticket form with existing conditional logic, it’s important to proceed carefully to avoid disrupting any workflows, breaking conditional rules, or encountering unexpected errors.

Here’s an example of a common error that may occur if you try to remove a ticket field currently used in the form’s conditional logic configuration.

This article will cover the following topics: 

• Review Existing Conditional Logic
• Add a New Ticket Field
• Remove a Ticket Field
• Test the Form and Conditional Logic
• Tips for Managing Conditionality

Step 1: Review Existing Conditional Logic

1. Go to Admin Center > Objects and Rules > Ticket 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.
3. Check the conditional logic that’s currently applied. Take note of the following:
   • Which fields are dependent on each other and how conditions are set to display or hide fields based on different criteria.
   • Which fields are visible to agents or end-users.
   • Take screenshots if you need so you can re-build any conditional logic required when editing a ticket field. 

Step 2: Add a New Ticket Field

1. Create the new field if it doesn’t already exist:
   • Go to Admin Center > Objects and Rules > Fields.
   • Click Add field, and choose the type of field (e.g., dropdown, text, etc.).
   • Configure the field properties, then Save it.
2. Edit the ticket form to add this field:
   • Go to Admin Center > Objects and Rules > Ticket Forms.
     • If your plan has multiple ticket forms, click the ticket form you want to edit.
       • Note: The ticket form opens in edit mode
     • If your plan has a single ticket form, edit your form by reordering the custom fields.
   • Add your field -  type the name of a ticket field into the search field or use the filters to find it.
   • Once added, the new field will appear on the form for all users unless conditionality is applied.
     • You can then drag and drop the field into the right position on the form.
3. Click Save. 
4. Add conditional logic for this new field (if required):
   • Go to Admin Center > Objects and Rules > Ticket 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 select Conditions.
   • In the Conditions section of the ticket form, add new conditions if you want this field to only display under certain circumstances.
   • Specify the trigger conditions, such as ticket status or group assignment, that will make the field visible or hidden.
5. Save the changes after configuring conditional logic for the new field.

Step 3: Remove a Ticket Field

1. Review Conditional Dependencies for the Field You Want to Remove
   1. Check if other fields or conditions rely on this field. Adjust or delete any conditional logic that includes this field before removing it.
   2. Refer to Step 1 for guidance on checking conditional dependencies.

If the Field Is Used in Conditional Logic:

1. Update Conditional Logic
   1. Remove any conditional rules related to the field by deleting them from both agent and end-user logic sections.
   2. Save the changes after updating the conditional logic.
2. Remove the Field from the Form
   1. In the ticket form’s edit mode, locate the field you want to remove and click the X beside it to take it off the form. The field will then move to the Available fields box on the right.
   2. Save the form to apply the changes.

If the Field Is Not Used in Conditional Logic:

1. Remove the Field from the Form
   1. In the ticket form’s edit mode, find the field you want to remove and click the X to take it off the form. It will appear in the Available fields box on the right.
   2. Save the form after making these changes.

Step 4: Test the Form and Conditional Logic

1. Test the form in a ticket to ensure the new field and any conditional logic works as expected for both the agent and end-user (if applicable).
2. If you find any issues, return to the Conditions section to troubleshoot and adjust settings.

Tips for Managing Conditionality

• Document Changes: Note the existing conditions before making adjustments, as complex conditional logic can be hard to reverse. Screenshots can be very handy!
• Incremental Testing: Test after each field addition or removal to catch issues early.
• Avoid Overlapping Conditions: Ensure conditions are not overlapping, as this can lead to unexpected visibility issues on fields.