Managing ticket forms and field configurations across multiple brands or teams can quickly become a headache. As your Zendesk instance grows, you often end up with duplicate fields with minor changes in the values.
The Conditional Field Values App solves this problem by giving you dynamic control over what values appear in dropdown and multi-select fields based on specific ticket context.
Powerful Use Cases
Here is how the App simplifies complex setups in real-world scenarios:
1. Multi-Brand Product Management
If you operate multiple brands, your ticket forms might be almost identical; except that Brand A carries products that Brand B does not.
Without the App: You have to build and maintain two separate product dropdown lists, one for each brand.
With the App: You maintain a single product dropdown list. The app dynamically filters the list to show only Brand A’s products on Brand A tickets, and Brand B’s products on Brand B tickets, all while sharing one streamlined form.
2. Group-Specific Field Options
When different support groups work within the same Zendesk instance, they often require different categorisation options.
Without the app: You usually have to pick between two imperfect workarounds:
Single List: Create one master categorisation list and hope agents don't select options meant for other teams.
Multiple Lists: Create and maintain separate categorisation fields for each group. This complicates Zendesk Analytics reporting, as you have to map ticket creation and resolution metrics across multiple fields.
With the app: You can use a single field and restrict visible options based on the group handling the ticket. Reporting stays unified and accurate, and agents only see the categories relevant to their role.
Supported Fields & Conditions
You can build conditions using a wide variety of native and custom Zendesk attributes:
Custom Fields: Any dropdown or multi-select custom field (e.g., category schemas, root-cause analysis, resolution codes)
Standard Options: Brand and Ticket Form
There are many other options to create conditions, but that will be applicable to agents only and can not be used in client-facing forms like Groups, Type, Priority or Tags. As these are agents-only fields, the condition will only work on the agent-side of the form.