Multiple values as condition in order to reveal a field

I guess you are taking about a ticket field with "multi-select" function. Seems like that is not a supported field with the use of conditions. See thread here.

@anders12 Do you mean the ability to do: if Ticket field value 1 is selected by an agent AND another Ticket Field value 2 is selected by agent THEN show Ticket field? If so, 1000x votes on that.

+1000x (as well) to this!

Utilizing multiple conditions would greatly alleviate pain points with cross-team collaboration on some of my workflows.

I think there are some different interpretations on this request. The way I interpreted this, and using the Requester field as an example, would be:

In a condition setup, I want to say "Requester" as the field, "contains" is the logic, and the values can be "Name 1, Name 2, Name 3". 

This makes it to where I don't have to put 3 different conditions for Requester in the "meet any of these conditions" section. Not sure if there is a condition limitation, if there is I haven't hit it yet, but if there is this would be a huge help. I set up triggers to notify CSMs on ticket creation for their organizations they oversee and some of them have a lot, so I'm having to add a condition for every organization. This would allow me to handle it all in a single condition.

@jake11, that would be a nice addition as well, in regards to trigger/automation conditions.

However, I believe the original post (and what I am in support of) is in regards to conditional ticket fields (which requester cannot be used for). Currently, ticket fields can only be associated with 1 condition..

An example of how this currently operates would be:

• if ticket_field_a value = "123" SHOW ticket_field_c

An example of multiple conditions would be:

• if ticket_field_a value = "123" AND ticket_field_b = "456" SHOW ticket_field_c

@zach32 - I get it now, yeah you're right. I stumbled across this feedback when searching for what I outlined, but can't find anything directly tied to it. Every time I try to search for it I come across something related to the multi-select field type, which isn't what I'm looking for.

+1, stumbled upon this one today. 

+1

We need this capability as well! I need to be able to have multiple conditions that are true and make another field visible and required for that ticket.

+1 this would be a fantastic feature - it would add a layer of complexity to creating / maintaining Ticket Forms, but also allow deeper levels of control to Admin's in building more complex workflows for teams.

+1  definitely could use this

Upvoting this post as well.  Definitely a feature that would improve our environment.

Upvoted. This would be very beneficial in restricting fields displayed for the forms.

For anyone who is looking for the functionality described in the original comment, two things you need to utilize are hidden fields and triggers. While there are a multitude of apps that can provide the functionality to hide fields, I am currently running the solution outlined below with Zendesk's own "Ticket Field Manager" app.

Instead of setting conditions to show fields based on multiple conditions, you set those fields to show based off the condition of a hidden field. For my example I'll explain using the example of a hidden drop-down field: "Internal Team"

Start by building triggers:
Meet ALL Conditions:

• "Issue" field = A
• "Reason" field = B

Meet ANY Conditions:

• Ticket is Created
• Ticket is Updated

Actions:

• set "Internal Team" field = Team A

Rinse and repeat for all your workflows based off of "Internal Team" field...

Next, go to your ticket form conditions and show desired fields based off of the value of the "Internal Team" field.

I typically run this flow with checkbox and boolean drop-down fields but you can certainly stretch this as far as you need to, should you have the patience and bandwidth.

Thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

I will be honest that I’m unsure how feasible this request will be to fulfill.  Over the next month I’m going to speak with our teams and determine if this is something we can put onto our roadmap.  At that time I will update this ticket with more details.  It’s possible that is something we can’t prioritize at this time, however given all of the discussion here I think a deeper dive is warranted.

Once again thank you for your patience.

Please add this feature…If the Multi-select field has A and B and C, I need Custom Field X to show up because of A, regardless of what else is in the Multi-select field. This will keep me from making the forms more complex but allow for more information when needed. Thank you!

This is a huge missed opportunity. I've considered switching out of Zendesk due to lack of this functionality.

@dane12 if it helps, I have an example of scenario that I have come across. In my industry our requests will require specific information to be populated depending on multiple conditions. For example, a request for access to a system uses our Access Request Form. Below are the scenarios:

• If the user selects Access A  from Field 1 and selects Group B from Field 2, then the following would apply for these fields:
  • X (required)
  • Y (required)
  • Z (required)
• If a user selects Access A  from Field 1 and selects Group C from Field 2, then the following would apply for these fields:
  • X (required)
  • Y (optional)
  • Z (required)
• If a user selects Access B from Field 1 and selects Group B from Field 2, then the following would apply for these fields:
  • X (optional)
  • Y (required)
  • Z (required)

Any update on multiple IF AND conditional options on forms would be helpful. This missing feature is a headscratcher and just recently shocked a coworker of mine who doesn't understand why Zendesk would not have this capability that is native is much simpler systems.

My +1
This request matches our use case very closely.

We use a single ticket form and already have conditional fields driven by System. However, we also have an earlier Type field, and the final field set must depend on the combination of both fields, not on System alone.

Example:

• If System = App, we normally show Version

• But if Type = Escalation and System = App, we do not want to show Version

Today this cannot be modeled cleanly with native conditional fields because the logic needs to evaluate more than one field at the same time. Duplicating the field tree is not realistic for us because we have around 10 types and 5 systems, which creates major administrative overhead.

What we need is support for multi-field conditional logic such as:
If Type = X AND System = Y, then show field Z
or the ability to override an existing conditional branch with another condition.