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Hi, I’m trying to figure out how to set default dependent fields based on the ticket’s Group. For example, if a ticket is created in the Group “Refunds,” then the dependent fields would be set as:

  • Orders
    • Refund
      • (blank)

Automatically, so the Agent only has to select the last/third option. That way it saves a few clicks. Everyone shares the same ticket field since the Groups have some overlaps in the issues they handle.

Hi.

There’s a feature called Dynamic forms which should help for that:

Creating dynamic sections : Freshdesk

Please note this is available only from Pro/Estate plans.

 

Hope this helps.

 

Regards,

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