Conditional Field Values appear automatically in tickets but require a theme snippet for user forms. Export conditions, upload tripelhop-cfv.js, add the two lines to new_request_page.hbs, then publish. Requires Guide access and templating version 4+.
When creating conditions via the Conditional Field Values, the conditions will automatically be visible within the zendesk ticket.
However, if you want the user to fill out a form, these conditions aren't copied over automatically
In order to do so, you will need to execute the following steps:
Warning:
Installing this snippet requires Guide management access and some familiarity with editing Help Center themes. It is also only compatible with themes on templating version 4 or higher.
- Make sure the ticket fields used in your conditions are visible to end users.
- Open the app in Zendesk Support, create the conditions you need and save them.
-
Click Export for end users.
- In the dialog, click Download tripelhop-cfv.js. (No need to open the file)
- In Zendesk Guide, edit your live theme. Open the Assets tab and upload the downloaded
tripelhop-cfv.js. -
Open
templates/new_request_page.hbsand add these two lines anywhere in the template:<script type="application/json" id="tripelhop-cfv-props">{{json new_request_form}}</script> <script src="{{asset 'tripelhop-cfv.js'}}"></script>The second line loads the file you uploaded in step 5, so both are needed.
- Save and publish the theme.
Not every condition can run on the Help Center form. Conditions driven by a group, an organization or tags, and conditions limited to some agent groups, only work for agents. The export dialog lists each condition as applied or skipped.
The file you download here contains your saved conditions. Unsaved changes are not included in the file. If you change the conditions later on, download the file again and upload it to your theme.