We are thrilled to announce that Conditional Field Values is now officially available on the Zendesk Marketplace!
If you’ve ever wanted to show or hide specific dropdown options based on another field selection—without having to create dozens of separate ticket fields—this app was built for you.
The Problem: Cluttered Dropdowns and Complex Forms
Zendesk offers several ways to create custom ticket fields and add them to ticket forms for both agents and end-users. However, each native approach comes with significant pain points:
Nested Fields: Relying on standard multi-level nested drop-downs can make data selection cumbersome for agents and customers, while reports don't display the categorisation structure.
Conditions added in the Form: Creating separate ticket fields and linking them through form conditions requires maintaining multiple redundant fields (e.g., Category A, Subcategory 2A, Subcategory 2B,...).
Reporting Headaches: Splitting similar attributes across multiple custom fields fragments your data, making Zendesk Analytics (Explore) reporting messy and difficult to read.
Agent Confusion: Instructing agents on which dropdown options to choose manually relies on memory, leading to frequent human error and inaccurate reporting data.
Native Zendesk functionality allows you to show (or hide) entire ticket fields based on conditions, but it does not allow you to dynamically filter the values inside a single dropdown field.
The Solution: Conditional Field Values
Conditional Field Values eliminates these limitations directly within the Zendesk Support sidebar.
Instead of cluttering your account with duplicate ticket fields and complex form logic, our app dynamically updates and restricts the visible values inside dependent dropdown fields based on the selections made in parent fields.
Key Benefits:
Smarter Workflows: Show agents and end-users only the exact dropdown options relevant to their current selection.
Cleaner Setup: Keep your ticket forms streamlined with fewer total fields to build, maintain, and manage. Why use multiple forms if you can do it all in a single form?
Unified Reporting: A simplified set-up of ticket fields for consistent, accurate metrics in Zendesk Analytics.
Frictionless Experience: Runs seamlessly in Zendesk and helps to minimise human error and save valuable ticket-handling time.