What can the Conditional Fields app be used for?

Use Cases

When managing complex workflows in Zendesk, cluttered interfaces and irrelevant fields can slow down agents and confuse end users. The Conditional Fields app helps streamline the Zendesk experience by showing only the fields that matter—based on conditions you define. Whether in tickets, user profiles, organization records, or Help Center forms, this app keeps the interface clean and context-sensitive.

Determine field visibility in tickets

A core use case is hiding or revealing ticket fields based on custom rules, like ticket status, assigned group, or the current user. This ensures that agents only see what’s relevant to their role or the ticket stage, speeding up resolution and reducing confusion.

Tailored user and organization views

The app extends beyond tickets, enabling conditional display of fields in user and organization profiles. You can apply rules that adapt based on internal workflows, regional needs, or team-specific processes.

Help Center form optimization

For customer-facing forms, the app enables shared conditions to control which fields are visible to different user groups or segments. This reduces form complexity and improves the user experience in the Help Center.

Centralized configuration across all field types

With the ability to configure forms, fields, and dropdown options in one place, admins can set fields as hidden, mandatory, disabled, or conditional in bulk. Dropdown options can also be hidden or filtered based on specific rules, ensuring users only select valid values.

Where is the app used?

The Conditional Fields app is especially valuable in environments with complex support processes, such as enterprise IT, finance, telecommunications, and regulated industries. It’s widely used in multilingual setups, tiered support teams, and organizations needing strict field control based on user roles or ticket types. Whether for internal workflows or customer-facing forms, it brings clarity, flexibility, and structure to any Zendesk instance.