Conditional Fields controls the visibility of custom ticket fields, depending upon the value selected on another field. This business logic can be applied to both the agent and end-user interface, including CloudSET's own version of the Feedback Tab.
This allows for the hiding of unnecessary information until such time as it becomes necessary and relevant, thus decluttering ticket forms and focusing attention on the important details.
Mandatory Fields App
Mandatory Fields compliments Conditional Fields to set the optionality of a Custom Field as required/mandatory, but only if the conditions have been met to make the custom field visible on the ticket form. This business logic can be applied to both the end-user and agent interface.
This capability should be used as an alternative to Zendesk's required fields, since Zendesk will enforce required fields even if they are conditionally hidden. Two levels of mandatory behaviour are supported:
- Replication of Zendesk's required on Solve
- Mandatory on create or update
A CloudSET Framework configuration tool enables you to easily change the mandatory settings.
Hide Custom Fields App
Hide Custom Fields will hide specific Custom Fields from the Agent interface, much in the same way that Zendesk allows you to control the visibility for Users.
This capability can be used to hide Custom Fields that you might use as hidden control fields in your processes or fields that you don't want Agents to directly control.
A CloudSET Framework configuration tool enables you to easily hide custom fields in the Agent Interface.
- Conditional Fields
- Mandatory Fields
- Hide Custom Fields