Configure Driving Fields

Configure Zendesk Driving Fields to initiate Rules

Fields and field values are defined and managed using the native Zendesk field Configuration Tool which includes the positioning of fields.

Accessing the Formset screen:

To manage rule groups and rules, click on Formset icon (1). The Configuration will default to Formset (2) - Tickets (3) - Configuration (4).

When you open the Configuration Tool, you see the field definition metadata.

Driving selections primarily use Custom Fields.

To configure a driving field:

1. Click on a dark grey field name bar (1).

    The controlled fields relevant to that category open up underneath this bar (2).

2. Click on the black dots to select them (3).

    These dots will turn blue to denote the selection (4). 

It is also possible to select more than one field option value, meaning that any of the selections will apply the rule.

Examples:

Example 1: In the Request Type field, select Technical Support. 

The rule will be triggered to apply the Controlled Fields.

Example 2: In the Request Type field, select Technical Support and Internal. 

The rule will be triggered to apply the Controlled Fields.

It is also possible to use the null ('-') field option value to be a driving selection condition.