This article explains how you can use the Zendesk field conditions app to define how ticket fields are either set to shown/hidden, editable/read-only or optional/mandatory and more. Field Conditions is one of an array of SweetHawk apps for Zendesk that you can use to extract more value out of Zendesk.
To set a field to be hidden, simply click into the admin part of the app in the main left icon bar. Then click the check box next to the desired field like this:
If you only want the field to be shown under certain circumstances then on the right click on Add exceptions which will bring up a control window.
Here you can set who will still see the ticket field, and for those people who can see it, you can also set it to only show based on the selection from within other ticket fields.
For example, below it is set to only show to Everyone when the Travel Type field has been set to International.
This same concept can be used in the sections for Read-only fields and Mandatory fields as shown below:
The Field Conditions app also allows you to map the contents of either of the two native Zendesk system fields Type and/or Priority.
This functionality exists because both these fields are not editable in any way and it caters for those that want to retain either the functionality or reporting aspects of these fields, while at the same time providing extra options for agents to categorise tickets. For example, instead of just having 4 ticket types: "Question, Incident, Problem and Task", perhaps you want a few more like Change or Project.
The way to set this up is to first create your own custom field that will replace either Type or Priority. (Zendesk has a kb article on how to create customer fields here).
For this example we've created a custom ticket field called Custom Type that we will be using to replace Type.
Now, to setup the mapping, first click into the Field mappings section of the app and turn on Activate field mappings for the system Type field like this:
Next, from the dropdown menu select which field you want to map to the native Type field selections.
In each of the boxes next to each type (question, incident, problem, task) select which options will be mapped to them and click Save like this:
Now whenever the Custom Type field of Change is selected it will set the Type field to Question.
Once you're happy with the mapping settings, you can refresh your browser and test it out on a ticket.
For each of your Zendesk forms, you should then reorder the fields so that the new field appears just above the native field. To do this, go into Zendesk admin, then under Objects and rules click on Forms like this:
Then click into a form and drag the mapped field so that it is just above the native one like this:
After saving this on each of your Zendesk forms, you can then hide the native Type field by going into the Hidden fields section back in the Field Conditions app and checking the box next to it like this:
Your field mappings should now be set and working.