Dependent fields help you create dynamic ticket forms by displaying fields based on another field's selection. This allows technicians and requesters to see only the fields relevant to their inputs, resulting in cleaner forms and faster ticket creation.
Creating a dependent field
Go to Settings > Manage Fields > Ticket and click +Create to add a new custom field.
2. Select the custom field type you want to create. You can configure any supported custom field as a dependent field.
3. Enter a name and description, then enable the ‘Dependent Field’ toggle to add conditional logic.
4. Choose the parent field that controls this child field's visibility. Supported parent field types are:
Dropdown (Select)
Radio
Multi-select
Checkbox
📝Note: New custom fields (dependent or otherwise) you create will also be available to use as a parent. You can hence have multiple, interdependent fields in your ticket template.
5. Select the specific trigger values from the parent options. The child field will appear only when these values are selected.
📝 Note: If the parent field is a Multi-select or Checkbox, the child field appears when any of the selected values match a configured trigger value. The child field shows or hides as a whole — its available options don't change based on which parent values are selected.
6. Finally, configure your field permissions and requirements, and hit Save. Your new dependent field is now ready to use in your ticket template.
Supported dependent field types
You can now configure any supported custom field as a dependent field, including:
Dropdown
Radio
Multi-select
Checkbox
Single-line Text
Multi-line Text
Number
Date
Date & Time
Adding dependent fields to a ticket template
Go to Settings > Templates > +Template >Ticket, or open an existing template to edit it.
2. Scroll down to find the available default and custom fields component on the right.
3. Drag and drop the dependent field into your ticket template to make it available when creating tickets.
Using dependent fields while creating a ticket
When creating a ticket, dependent fields appear automatically based on the values selected in their parent fields. If the configured conditions are no longer met, the dependent field is hidden.
This behavior also applies when tickets are raised via the System tray.
Things to know
If the parent field selection changes and the dependency condition is no longer met, the dependent field is automatically hidden.
Mandatory dependent fields are required only when they are visible.
If the parent field is a Dropdown, Radio, Checkbox, or Single/Multi Select, only the options mapped to the selected parent value are shown in the child field.