We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?
Solved
Problem with dependent fields
Best answer by Pooja Bernice
Hi
This is Pooja from the Freshdesk Community team. I am sorry that we could not get back to you sooner on this thread. We understand dependent field selection on the customer portal is not working as expected. We had multiple customers report the same issue, and I checked with our product team to get an update on the progress before keeping everyone posted here.
Our developers have acknowledged this as a bug which surfaced after the new portal update, and our best hands are on it to fix the same. I'll keep you posted on the ticket and share further developments in this Community thread for reference.
We, as a company, strive our best to provide the best customer experience, and we'll see to it that we'll set things right going forward. Have a good day!
HI there, @bonesaw!
Thank you for your question -- could you add perhaps some screenshots or a video grab so we can better understand the trouble you’re facing?
-RS, Community Team
We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?
i am faceing the same issue with my depedent fields that i am prepairing for my soccer site. Please help me too to get rid of this frustrating issue. Thanks.
Thank you
Additionally, assuming the basic troubleshooting might be covered by you, I wonder if reaching out to Support would be the right way to go about this, so we can get you the technical assistance (in case, there’s a deeper problem.)
Thanks!
Thank you
Additionally, assuming the basic troubleshooting might be covered by you, I wonder if reaching out to Support would be the right way to go about this, so we can get you the technical assistance (in case, there’s a deeper problem.)
Thanks!
Sure let me record a video and take some screenshots then share them here with you to check what actually the problem is.
The url is klarisana.freshdesk.com and I’ve reached out to support, but it has been over a week with no progress on the open ticket.
is there any video tutorial that can explain each and everything as I’m unable to understand this one…
I still haven’t found any solution to the problem, and freshdesk support does not seem to be very prompt with their responses.
+6Hi
This is Pooja from the Freshdesk Community team. I am sorry that we could not get back to you sooner on this thread. We understand dependent field selection on the customer portal is not working as expected. We had multiple customers report the same issue, and I checked with our product team to get an update on the progress before keeping everyone posted here.
Our developers have acknowledged this as a bug which surfaced after the new portal update, and our best hands are on it to fix the same. I'll keep you posted on the ticket and share further developments in this Community thread for reference.
We, as a company, strive our best to provide the best customer experience, and we'll see to it that we'll set things right going forward. Have a good day!
+4Is this now fixed before i start creating dependent fields?
+7Hey
Yes, It’s working now.
i am faceing the same issue with my depedent fields that i am prepairing for my soccer site. Please help me too to get rid of this frustrating issue. Thanks.
+1If you’re experiencing a problem with dependent fields, start by reviewing the field configuration settings to ensure the parent-child relationships are correctly defined. Also, check for any validation rules or scripts that might be interfering with the expected behavior. Testing in a sandbox environment can help isolate and resolve the issue effectively.
I had the same issue with dependent fields not updating correctly when the parent field changed. In my case, it was caused by a hidden character inside the field label (invisible Unicode space).
If you want to check that easily, you can paste your field labels into this free tool: https://www.textstudio.com/invisible-text
It detects and cleans invisible characters that sometimes break field dependencies or API mappings.
After cleaning the labels and re-saving the form, everything worked fine again.
+3We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. For a detailed explanation and potential solutions, you can read full article. Does anyone have any solutions or similar problems?
Make sure the dependent fields and their controlling fields are visible in the portal, that the dependency rules match exactly, and that the fields are added to the correct portal form layout. Refresh the portal or test in an incognito window, and verify your portal version supports dependent picklists.
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