Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
Currently Zendesk's conditions ONLY allow to SHOW THESE FIELDS. For example, if Plan name is ABC then SHOW THESE FIELDS. However, my company has multiple fields that must be filled out to complete a ticket, but there are small differences. For example Ticket A may need fields 1, 3,4 while Ticket B needs Field 2, 3, 4 and Ticket C needs field 1, 2, 4. This is affecting my agents/customers as the workarounds are either too complicated or the form is too long and the agents/customers are opting to not fill out the form!
What problem do you see this solving? (1-2 sentences)
If the HIDE fields conditions was created we could create one ticket that could be further optimized, customized, and save time when filling out the forms.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This problem happens on a daily basis. This is critical for our business as our agents have call times they must adhere and having a form that is really long is adding time to their call times. Or creating multiple forms was too complicated and the agents would choose the wrong form. All resulted in the company not capturing needed data as the agents would not fill out the form or not capture all the information that was needed as they quickly rushed through the form.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Yes, we stopped using multiple forms after the first few days as it was pretty quick that wasn't an option so we are using one form with all of the fields on it.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Resolution: in conditions if we can have HIDE THESE FIELDS and all it does is hide the field from view if certain conditions are met. For example if Ticket is A then HIDE FIELD 2 - that's it. Everything else on that form should auto show in the order that it's on the form. If Ticket is B then HIDE FIELD 1.
Additional Information (concerns):
Creating multiple different tickets for each instance.
If your company is like us with multiple line items then you wound up making 20+ tickets just to capture all the information you needed. With each ticket basically the same, but with minute differences. Don't forget each year the Tickets may change because of federal regulations or contractual changes. For example Ticket A in 2024 needed fields 1, 3, 4 but in 2025 the contract changed and now they need fields 2, 3, 5. Also trying to grab a report and remembering to capture ALL tickets when you can grab one report that have all fields that was captured so 2024 would only pull fields 1,3,4 and 2025 2,3,5 because that was the fields that were available.
Create one ticket with all the fields no matter what.
This is our current process. To ensure that required data is capture it's ideal to make almost every field required, so the agents have to put N/A in the spots that don't apply. When making those spots optional fields would get skipped. This resulted in extremely long tickets, which took a lot of time to fill out, which resulted in agents call times becoming longer, which puts stress on the agents, which resulted in agents opting to not fill out the form. Even making their call times longer the form was still too long to fill out.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!