Dependent Fields controls the set of option values for a field, depending on the value selected on another field. The controlled field is set-up as a super-set of values, which can be pruned and expanded to show only the values relevant to a controlling context. This business logic can be applied to both the end-user and agent interfaces.
Conditionality can be used in exposing controlled fields, cascading levels, and level jumping intersections. Further richness can be applied to specify and intersect a per-organization containment of values. Configuration tools are provided and accessed via the CloudSET Framework.
This capability supports sophisticated business logic to expose only those field and values relevant to the context of use, decluttering and preventing invalid selections. Reporting is also simplified as it uses fewer fields than Conditional Fields.
Custom System Fields (Status, Priority, and Type) App
Custom Status, Priority, and Type Fields are replacements for the non-configurable Zendesk standard system fields. Any required terminology and number of values can be implemented and mapped back to the underlying system field concepts, which are hidden to keep the agent interface clean and tidy.
Since mappings are maintained with their corresponding system fields, there is no loss of richness on business rules and they can be exposed and used on views and reports, which is significant compared to cosmetic interface name changing.
Each capability is independent and has its own configuration tool, accessed via the CloudSET Framework. Use one, two, or all three to tailor Zendesk to fit your terminology and support process. This can be a key adoption success factor.
Changed Custom Fields App
Changed Custom Field Detector is a background utility that detects whenever a defined custom field is initially set, becomes unset, or changed. This overcomes the limitations of the Zendesk business rules conditions expression for Custom Fields.
This capability complements the Custom Status, Priority, and Type fields capability, where more than the standard four system value concepts are needed.
Hide Empty Fields App
Hide Empty Fields provides the means to hide fields in the agent interface until such time that they have data to show. This is typically used in conjunction with other capabilities, end-user forms population of optional fields, or triggers that control the filling of fields hidden in this way.
This helps declutter the agent interface and to only expose data where it is relevant.
- Dependent Fields
- Custom System Fields
- Changed Custom Fields
- Hide Empty Fields