Formset for Tickets

What is Formset?

Formset controls the visibility of fields and field option values to hide unnecessary information until such time that it is needed by the user.  This helps to declutter the ticket interfaces and by focussing attention on the most important details will improve the accuracy of the data captured.

Formset can be used to control ticket fields on tickets, but also control user and organization fields when viewing users and organizations in the Zendesk web interface (see Formset for Users and Organizations for details).

When configuring Ticket rules, the Formset configurator provides facilities to

• Configure and Edit rules which will control the visibility of Ticket fields.
• Define fields that should be mandatory whenever they are visible (regardless of which rules apply).
• Define which fields should be mandatory (must be given a value) when a rule applies.
• Define which fields should be readonly (visible but not editable) when a rule applies.
• A Browse mode which allows you to easily see which fields are controlled and which fields control them.
• A simulator in which you can try out your configured rules to make sure they have the desired effect.

Controlling Ticket Fields

When viewing a ticket, Formset will use a set of configured rules to decide which fields and field option values should be available to the user.  These rules will be applied when viewing a ticket using the Zendesk web browser agent interface.  Formset also provides an option to control the visibility of ticket fields and ticket field option values when end users create requests using the Guide interface.

Using the Formset configurator which is a Zendesk navbar app available to Admins, rules can be configured.  Here you identify which ticket fields are to be controlled and the conditions that will cause these fields to be visible.

When a field is controlled, it will be hidden unless there is at least one rule that will cause it to be shown or at least one of its option values to be shown.

See Creating Rule Groups & Rules for details on managing Formset rules.

See Configure Driving Fields for details of how to define the conditions which will cause a controlled field to be visible.

See Controlled Fields for details of how to identify fields or field option values to be controlled.

Mandatory Fields

In addition to controlling the visibility of ticket fields, Formset can also ensure that certain fields, if visible, are given a value.  This can be controlled in 2 ways

1. Global Mandatory Fields - These are ticket fields that if visible, must be given a value
2. Rule Based Mandatory Fields - When a rule controls the visibility of a ticket field, the controlled field(s) can be marked to say it must have a value.  The field is only mandatory of the conditions for the rule are satisfied.

See Mandatory Fields for details.

Readonly Fields

When defining rules, you can specify that the controlled field(s) when displayed should be set to be read only.  The agent can see the value of the field, but cannot change it.

Readonly rules only apply to the Zendesk agent interface and not Guide.  Formset controls fields and values when an end user created a new request through the Guide interface.  Because this will be a new request, all fields will be empty until the end user gives them a value, so making a field readonly does not make sense.

See Readonly Fields for details