Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
Conditional fields show a field only when another field has a particular value, so a form stays short without losing detail.
Set up a condition
- Open Admin Center, then Objects and rules, then Tickets, then Forms.
- Edit the form and open its conditions.
- Choose whether you are setting conditions for agents or for end users. These are separate.
- Pick the field that drives the condition and the value that triggers it.
- Choose which fields appear when that value is selected.
- Save and test the form.
Agents and customers are configured separately
The two sets of conditions are independent, and that is on purpose: a customer choosing "Billing question" should see different follow-up fields from an agent categorising the same ticket. It also means work done for one side does not apply to the other, which surprises people.
What conditions are good at
- A returns form that asks for an order number only when the reason is a return.
- An IT form that asks which device only for hardware problems.
- Keeping a public request form to three visible fields while still collecting detail from the few who need to give it.
Where it gets fragile
Conditions built on conditions become hard to reason about, and there is no view showing the whole tree. If you cannot explain your form to a colleague in a minute, it is probably time for a second form instead.
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