Currently doing flow charts to re-do all of our company forms for Zendesk. One form is for product support.
In some cases, the customer may use the form, or email in about multiple products. Often if the support request is different, the team will split the ticket for each product. But sometimes product A and product B from the same company can live on the same ticket.
What is everyone else doing? I'm thinking of conditions that (if it works) the user or agent can fill in the first product, but then they have a box “need to add another product?” which then opens another product filed and so on.
Is this the best way to do it? Or are there others?
Open to ideas.
Thanks for raising this—it's a common challenge when handling multiple products in a single support request.
Your idea of using conditional fields that allow users or agents to add another product dynamically can work well, especially if the number of products is limited. This approach keeps the ticket organized without needing to split it unnecessarily.
Another option some teams use is a multi-select custom field where multiple products can be selected in one go. However, this may not provide the granularity you need if support requests differ per product.
Ultimately, the best approach depends on your workflow and how you want to manage tickets. Using conditional fields as you described offers flexibility and clarity, but consider how it will impact reporting and agent workload.
What has worked well for others is a combination of both methods—multi-select fields for simple cases, and conditional product-specific fields when more detail is required.
Hope this helps!