Formset for Users and Organizations

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 (see Formset for Tickets for details), but also control user and organization fields when viewing users and organizations in the Zendesk web interface.

When configuring User and Organization rules, the Formset configurator provides facilities to

• Configure and Edit rules which will control the visibility of User or Organization fields
• 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 User and Organization Fields

Zendesk enables custom user and organization fields to be defined.  When viewing a user or organization, these fields and their values are displayed in the left hand panel.  Formset allows rules to be defined which control the visibility of these user and organization fields.  This means that agents will see only the fields that are relevant and hide any irrelevant fields.

Formset will apply these rules when viewing users and organizations using the agent interface.  

Using the Formset configurator which is a Zendesk navbar app available to Admins, rules can be configured.  Here you identify which user or organization 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.

Formset controls User and Organization fields, it does not allow individual drop down option values to be controlled as with Ticket Fields.

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 fieldsto be controlled.