When you add a field to a Ticket form you can amend how it will behave through a number of options.

To access these options go to Ticket Structure > Departments > Department name > Form and select either the Agent or User form.

Next to each field (excluding User name and email, Department and Subject on the User form) you'll see a cog.

Click on the cog and you'll open up a modal with four options which you can enable/disable as required:

The following three are enabled by default

• Show this field during Ticket creation.

• Let the User view this field after the Ticket is created (this also has a sub option to only show when field has a value).

• Let the User edit this field after the Ticket is created

The fourth Only show this field based on custom criteria is turned off by default.

Conditional Fields and Form Layouts

This fourth option is the feature of the product which allows you to add conditional fields to forms.

Per the screenshot above, suppose we only wanted to include the 'Joiner name' field if the 'Buiness Area' selected was customer support as the field is irrelevant to our other Business units.

To do this we would click on the cog next to 'Joiner name' and then enable the 'Only show field based on custom criteria' option.

We could then add our criteria which in this instance would mean 'Joiner name' would only show if the Business area was customer support:

Agent Form

You can also add conditional forms and alter the layour for your Agent forms.

You access these settings in the same way Ticket Structure > Departments > Select a Department Name > Form.

Once you've selected a form go to the Agent Form tab, find the fiel you want to make conditional and hover over it, then select the cog.

To set up the conditional criteria, you will need to enable the toggle Only show this field based on custom criteria:

You will then be able to select your criteria from the dropdown rule builder menu to define the conditions that must be met.