Zendesk conditional ticket field rules

Control ticket fields by conditionally showing, hiding, or requiring them based on ticket state and context.

$2 per agent / month

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Key Features

Show agents only what they need

Reduce agent cognitive load by showing only relevant fields. Improve data quality by making fields required when appropriate.

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Conditionally show or hide ticket fields based on other field values, ticket status, agent group, or any ticket attribute.

✅

Make fields required under specific conditions. Ensure agents capture critical data at the right point in the workflow.

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Create field dependencies — when a field is selected, other fields appear or disappear automatically.

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Apply different field rules for different agent groups or roles. Agents see only what's relevant to their function.

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Build field rules using a simple visual interface. No coding or Zendesk admin expertise required.

📊

By guiding agents to fill in the right fields at the right time, your reporting and analytics improve dramatically.