This article will cover how to create new ticket types in Zendesk using the Field Conditions app. This process involves mapping values from a custom drop-down field within Zendesk to the native type field similar to what is already done by the Change Manager app.


This article contains the following sections:


Create a new ticket type field.

Step 1: Create a custom drop-down field.

Note: This will replace your existing type field once complete.

a) Admin > Manage > Ticket Fields


b) Add field > Drop-down



c) Add field values

Add the existing type values along with any new values you wish to add. (e.g Change, Project, etc..)

Optional: Select Show tags if you would like to rename them to avoid potential conflicts with existing tags.



Step 2: Add the ticket field to your forms.

Once the ticket field is created, you will need to add it to your forms.

Note: For accounts with only one form, the field will automatically get added, however, you may want to reposition where it appears on your form.

a) Admin > Manage > Ticket Forms

b) Select Form


c) Add the new 'custom type field' to your form and position as needed.



Configure app settings.

Step 1: Configure field mapping.

a) Navbar > Field Conditions


b) Field mappings > Enable 'Activate field mappings for the system Type field'


c) Select your custom field and map the values.

Select your new custom type field, then map your existing type values as seen below. 


At this point, we have recreated the same functionality already available in Zendesk. Any additional fields not found in the default type field can now be mapped as required.



Step 2: Hide the system 'type' field.

At this point, you will have two different types fields active on the form at the same time and we will need to hide the type system field.

a) Navbar > Field Conditions

b) Hide ticket fields > Tick 'Type'

This system type field will now be hidden for all agents so that only the new custom type field we just created will be visible.



Creating additional sub-types, ticket fields and conditions.

From this point, you are essentially finished, however, you can take it one step further by creating sub-types (e.g Change Type, Task Type, etc..) and any ticket fields that might be unique to these by following step 1 and 2 of the custom type field tutorial above.


Step 1: Create sub-type ticket fields.

a) Create custom drop-down fields.

Follow steps 1 and 2 from the custom type field tutorial in order to create custom drop-down fields for your sub-types.

b) Hide the sub-type fields and apply conditions.


Apply conditions to your nearly created sub-type fields so that they are only displayed when the corrosponding value is selected in the custom type field.


Step 2: Create ticket fields.

a) Create tickets fields.

If you require additional ticket fields unique to your new types and sub-types, now would be the time to create them. An example of some that would be used for the 'change' type would be:

  • Impact (Low, Moderate, High) - drop-down field
  • Risk (Low, Moderate, High, Very High) - drop-down field
  • Configuration item - Text field
  • Outage required? - checkbox field
  • Identified risks - multi-line field
  • Reasons for change - multi-line field
  • Resources required - multi-line field
  • Backout plan - multi-line field
  • Implementation plan - multi-line field
  • Workaround - multi-line field
  • Required outcome - multi-line field
  • Root cause - multi-line field

b) Hide the ticket fields and apply conditions.

Just like the previous step, hide these fields and apply conditions based on which sub-type values are selected. This will likely mean multiple sub-type values will trigger a single field to appear.


Note: This does not mean you should hide ALL ticket fields associated with a particular sub-type, however, if the fields are unique to a certain ticket types, it is better to display them only when needed to reduce clutter. For ticket fields which are used frequently across multiple forms and types, you can leave them visible at all times or apply additional conditions.


Thanks for learning about mapping fields in the Zendesk conditional fields app. 


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