Formset Release January 2024

We are pleased to announce the following changes included in the release of our Formset product dated 25 January 2024.

Summary of Release

This release includes the ability to control the individual option values available for a Zendesk multi-select custom ticket field.

Controlling option values in Zendesk multi-select custom fields

Formset allows rules to be defined which can control the visibility of an entire ticket, user or organization field as well as controlling visibility of individual option values for drop down ticket fields.  This enhancement adds the ability to control visibility of individual option values for a multi-select ticket field.

This enhancement allows rules to be defined to ensure that only valid multi-select options are available to be chosen based on your business rules.

This shows a rule defined such that when the ticket type is Task, the multi-select Category field will show option values Cat 1, Cat 2, Cat 3 and Cat 4.  The other Category values will be hidden.

In this case, a ticket type of Problem will show Category option values Cat 4, Cat 5 and Cat 6.  The other Category values will be hidden.