When creating multiple rules that alter the behaviour of the same field, the sequence or order you place them in can become important. For example, if the conditions for Rules 1 and 2 are both true but the field behaviour is conflicting, which rule should take priority?
The answer is the higher sequence – or lower in the list – rule will always take priority. If rule 1 hides the field and rule 2 shows the same field, the field will be shown as rule 2 has a higher sequence number.
Alter the rule sequence with these steps:
- Open the Field Rules app
from the left colored pane in Zendesk
- Click Rules in the main left bar and Actions at the top right
- Click Define rule sequence and drag the rules into your preferred sequence.