Formset Release September 2024

We are pleased to announce the following changes in the release of our Formset product dated 5 September 2024.

Summary of Release

This release includes

1. Implementation of full support for Zendesk multi-select custom fields for Tickets, Users and Organizations.
2. Ability to make controlled ticket fields readonly (visible, but not editable) through the Zendesk agent interface

Full Support for Multi-select fields

User and Organization Fields

Zendesk has recently introduced support for multi-select User and Organization custom fields.  Formset has been enhanced to allow these multi-select fields to be used in rules as controlling and/or controlled fields.  This means that multi-select fields can be hidden until a rule is satisfied which will show the field. 

For example, the image above shows a multi-select organization field recording the 'Operating Regions' will be hidden until the 'Multi Region' check box organization field is checked. 

Equally, the image above shows the 'EU Headquarters' organization field can be hidden until the 'Operating Region' multi-select field has the region 'Europe' selected.

See Formset for Users and Organizations for more details.

Ticket Fields

Formset allowed mutli-select ticket fields and their option values to be controlled with rules.  In this release, multi-select ticket fields can now be used to control other fields.

In the image above, we can see a rule where the driving field (Category) is a multi-select and when its value contains any of 'Cat1', 'Cat2' or 'Cat3', then the Usage Impact field will be shown.

See Formset for Tickets for more details.

Readonly Controlled Ticket Fields

Formset now allows controlled fields to be made readonly (visible but not editable) when displayed in the agent interface.  When defining a rule, each ticket field controlled by the rule can be marked to make the field readonly.  If the conditions for that rule are satisfied, then the controlled field will be displayed, but made readonly.

The image above shows a rule which will display the fields 'Policy Count', 'Policy Enforced', 'Policy Expiry Date' and 'Policy Info' when the 'Policy Type' is set to 'System'.  However, 'Policy Count' and 'Polciy Expiry Date' will be made readonly so the agent can see the values, but not edit them.

See Readonly Ticket Fields for more details.