This help article explains how to make ticket attributes conditional. If you are looking to make conversation attributes conditional, please refer instead to another article linked here.
What are conditional attributes?
This feature enables you to configure your attributes per ticket type to:
Conditionally show attributes based on the value of another attribute. For example, show the attribute Delivery Carrier only when the value of Category = Delivery.
Conditionally limit the options of an attribute based on the value of another attribute. For example, only show the options Italy and Spain in the Country attribute if Region = EMEA, but show only the options Malaysia and Japan in the Country attribute if Region = APAC.
A common use case for this feature is to set up manual categorization of tickets for teammates to fill in.
This is not a security feature.
Terminology
There are two key terms to understand:
Controlling attribute - the attribute that has values that controls whether one or more attributes appears. For example, when the Topic is “Delivery”, the attribute “Delivery Carrier” is shown, Topic is the controlling attribute.
Dependent attribute - the attribute that appears as a result of a value from the controlling attribute. For example, when the Topic is “Delivery”, the attribute “Delivery Carrier” is shown, “Delivery Carrier” is the dependent attribute.
How to set up conditional attributes for your ticket type
Here we cover two worked examples.
Ticket Forms are not yet supported - attributes will not conditionally render for Ticket forms. To prevent your customer from receiving a degraded experience, do not send ticket forms from ticket types with conditional attributes on them
1) Show a new attribute based on the value of another
For example: show the attribute “Delivery Carrier”, when Issue = “Delivery”.
Go to Settings > Inbox > Tickets > Ticket types, and select the ticket type with attributes you would like to configure.
Scroll down to the attributes section, expand the section and click "Add attribute" to create two ticket attributes, Issue and Delivery Carrier, if they do not already exist.
Add a condition to the controlling attribute, Issue.
To do this, click on the pencil icon or the + button. Navigate to the Conditions tab.
Click Add condition to create a new condition.
Under “If option is”, select in the dropdown the relevant value for Issue. In this case “Delivery”.
Under “then show”, select the attribute you want to show when Issue = Delivery. In this case, select the attribute “Delivery Carrier”.
The dropdown below which says “All options” allows you to limit which options are shown when the condition is met. In this case, leave the dropdown to say “All options”. To see an example of how to limit the options shown, see below.
Save your conditions.
2) Limit the values in a dropdown of an attribute, based on the value of another attribute
For example: if Category = EMEA, show EMEA countries only. But if Category is APAC, show APAC countries only.
On top of just conditionally causing a new attribute to appear based on the value of another attribute, you can also use conditional attributes to conditionally limit the options in a list dropdown.
Go to Settings > Inbox > Tickets > Ticket types, and select the ticket type with attributes you would like to configure.
Scroll down to the attributes section, expand the section and click "Add attribute" to create two ticket attributes, Issue and Delivery Carrier, if they do not already exist.
Add a condition to the controlling attribute, Issue.
Create the two attributes Category and Sub-category, If they are not already available. Subcategory should contain all the values relevant for each of the values of Category. In this example, Subcategory should contain a list of all countries in EMEA and APAC (Italy, Spain, Germany, Malaysia, Japan, Singapore).
To do this, add two conditions to the controlling attribute, Category. To do this, click on the pencil icon and navigate to the Conditions tab.
Click Add condition to create the first condition.
Under “If option is”, select in the dropdown the relevant value for Category. In this case “EMEA”.
Under “then show”, select the attribute you want to show when Category = EMEA. In this case, select the attribute “Sub-category”.
To limit the options in Sub-category when Category = EMEA, change the dropdown from All options, to show just the options Italy, Spain and Germany
Repeat the above, but for where Category = APAC.
Save your conditions.
Attributes with conditions applied to them will be hidden to teammates in the inbox by default, until the conditions for their visibility are met.
Impact to other settings, existing data, and automations
How this works with the other ticket attribute settings
Visible to customer/ teammate when creating a ticket - Attributes are only visible if the condition for it to be shown is also met. For example, in the above example, if "Delivery Carrier" is conditionally set to only appears when Issue = Delivery, it will not be visible until Issue = Delivery.
Required for customers/teammate to create a ticket - Similarly, ticket attributes are required if the conditions for them to appear are met. For example, "Delivery Carrier" if marked as required will not be required unless Issue = Delivery.
Ticket Forms are not yet supported - attributes will not conditionally render for Ticket forms. To prevent your customer from receiving a degraded experience, do not send ticket forms from ticket types with conditional attributes on them.
How changes to the value of controlling attributes impact dependent attributes
When changing a controlling attribute after a dependent attribute is already filled in, the value for the dependent attribute will be automatically removed.
For example, if Topic is changed away from Delivery, the attribute Delivery Carrier will be removed.
How changes to set-up conditions impact data collected on existing tickets
Changes to conditions in the set-up does not impact historical data already collected in attributes.
Take the example of where an attribute Delivery Carrier has conditions such that it only appears when Topic = Delivery, and Delivery Carrier has been set to “DHL”. Changing the set up conditions such that Delivery Carrier appears only when Topic = Package Missing will not remove Delivery Carrier as an attribute on the historical ticket, nor unset it.
When a teammate updates this attribute, it will unset and hide the attribute if it doesn’t match the new conditions.
Other important notes:
There is a limit of 100 conditions per dependent attribute.
The controlling attribute can only be a list data type, not available for other data types now. The option to add conditions be disabled if you don’t have any attributes that are of a list data type.
It is not possible to set up an attribute to appear based two conditions in an AND fashion. For example, only show attribute Refund if Category is Product AND Price is > 100$.
Macros, workflows and changes via API can fill out the dependent attribute without filling out the controlling attribute.
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