A dependent field lets you add a hierarchical dropdown to your ticket form. It gives you an easy way to create deeper ticket categories and identify the biggest types of issues that come into your helpdesk. You will see dependent fields in action on many e-commerce websites. Here is an example of a dependent field as seen in Amazon's help section:



In Freshdesk, dependent fields use a three-level hierarchy: Category  Subcategory  Item, and each of these levels is represented by a drop down box for your customers. When a customer chooses a category at the first level, a new drop down appears with a corresponding set of sub-categories. And when they choose a sub-category, they are shown a list of items in the third level based on their choice. 


With the right kind of dependent fields, you can nest each ticket into a specific category, sub-category and item without making your customers fill out a lot of information. That way, at the end of the month, you can see which categories bring up a majority of tickets, and what specific items within are causing them. 


For example, in an IT Helpdesk, dependent Fields let you organize support queries into first-level categories like Hardware, Software, and Network. You could then have sub-categories under Hardware like Desktops, Laptops, and Printers, and finally,  have the individual workstations as items under Desktops. Or you can have a country, state, city field where the category is 'country', the subcategory is 'state' and the item is 'city'.




Quick guide to adding dependent fields in your ticket form:

  • Login to Freshdesk as an administrator.

  • Go to Admin > Ticket Fields to start customizing the Ticket Form.

  • From the menu above the form, click on the Dependent Fields/Nested field button (list icon).

  • In the Field Properties box, choose the visibility and editing permissions for agents and for customers.

  • Create the Label names for the 3 levels of hierarchy in your dependent field. For example, you could call it Category → Sub Category → Item or Problem → Asset → Type etc.

  • Click Edit under the Dropdown items to start editing the field values.



  • Type the values for each level of the hierarchy. Start the value with one tabbed space for the second level hierarchy, and with two tabbed spaces for the third level.

  • Click on Done when you have finished editing. You can also drag and drop the field to reorder and place it as per your requirement.

  • Click Save to save the new field.


Tip: If you have a big list of dependent fields you can organize them with the tabbed hierarchies in any text editor, copy them and then paste them into the dependent fields editor and they'll be converted into drop-down boxes automatically. 


The final output of the dependent fields in an Agent ticket form will look like this:



Customer view of the dependent fields in the ticket form:




A dependent field lets you add a hierarchical dropdown to your ticket form. It gives you an easy way to create deeper ticket categories and identify the biggest types of issues that come into your helpdesk. You will see dependent fields in action on many e-commerce websites. Here is an example of a dependent field as seen in Amazon's help section:



In Freshdesk, dependent fields use a three-level hierarchy: Category  Subcategory  Item, and each of these levels is represented by a drop down box for your customers. When a customer chooses a category at the first level, a new drop down appears with a corresponding set of sub-categories. And when they choose a sub-category, they are shown a list of items in the third level based on their choice. 


With the right kind of dependent fields, you can nest each ticket into a specific category, sub-category and item without making your customers fill out a lot of information. That way, at the end of the month, you can see which categories bring up a majority of tickets, and what specific items within are causing them. 


For example, in an IT Helpdesk, dependent Fields let you organize support queries into first-level categories like Hardware, Software, and Network. You could then have sub-categories under Hardware like Desktops, Laptops, and Printers, and finally,  have the individual workstations as items under Desktops. Or you can have a country, state, city field where the category is 'country', the subcategory is 'state' and the item is 'city'.




Quick guide to adding dependent fields in your ticket form:

  • Login to Freshdesk as an administrator.

  • Go to Admin > Ticket Fields to start customizing the Ticket Form.

  • From the menu above the form, click on the Dependent Fields/Nested field button (list icon).

  • In the Field Properties box, choose the visibility and editing permissions for agents and for customers.

  • Create the Label names for the 3 levels of hierarchy in your dependent field. For example, you could call it Category → Sub Category → Item or Problem → Asset → Type etc.

  • Click Edit under the Dropdown items to start editing the field values.


  • Type the values for each level of the hierarchy. Start the value with one tabbed space for the second level hierarchy, and with two tabbed spaces for the third level.

  • Click on Done when you have finished editing. You can also drag and drop the field to reorder and place it as per your requirement.

  • Click Save to save the new field.


Tip: If you have a big list of dependent fields you can organize them with the tabbed hierarchies in any text editor, copy them and then paste them into the dependent fields editor and they'll be converted into drop-down boxes automatically. 


The final output of the dependent fields in an Agent ticket form will look like this:



Customer view of the dependent fields in the ticket form: