Field Rules
Control ticket fields by conditionally showing, hiding, or requiring them based on ticket state and context.
Show agents only what they need
Reduce agent cognitive load by showing only relevant fields. Improve data quality by making fields required when appropriate.
Show / hide fields
Conditionally show or hide ticket fields based on other field values, ticket status, agent group, or any ticket attribute.
Required fields
Make fields required under specific conditions. Ensure agents capture critical data at the right point in the workflow.
Dependent fields
Create field dependencies — when a field is selected, other fields appear or disappear automatically.
Role-based rules
Apply different field rules for different agent groups or roles. Agents see only what's relevant to their function.
No-code setup
Build field rules using a simple visual interface. No coding or Zendesk admin expertise required.
Better data quality
By guiding agents to fill in the right fields at the right time, your reporting and analytics improve dramatically.