Conditional Logic for Client Portal Ticket Templates

OverviewWhat is conditional logic?Ticket templates in the Client Portal support conditional (branching) logic. An admin configures a template so that…

Overview

What is conditional logic?

Ticket templates in the Client Portal support conditional (branching) logic. An admin configures a template so that certain questions only appear when a prior answer meets a defined condition. At ticket-creation, the Client Portal shows or hides questions accordingly, and any answers belonging to hidden questions are dropped from the submitted ticket and will never reach the created ticket. This makes forms shorter and more relevant, while making it less confusing for the people submitting tickets.

Templates can also be presented as a step-by-step wizard (one question per page), controlled by a per-template toggle, instead of the default single-page layout.

Example

A form might only ask “What size is your pet?” if the requester first answers “Yes” to the previous question, “Do you have a pet?” If they answer “No,” that question simply never appears.

This article covers the end-user runtime or what a technician/end-user experiences when filling out a template on the Client Portal. Template authoring/setup is covered in the companion Config Portal documentation.

How this Works for Your End-Users

Questions appear and disappear automatically

1. As someone fills out a form, answering a question can instantly reveal (or hide) related follow-up questions without any page reload or extra steps needed.

It can also skip ahead

1. Depending on how a question is set up, an answer can jump the requester straight to a later, more relevant question rather than making them click through every question in between.

It can go several layers deep

1. A follow-up question can have its own follow-up questions. If an earlier answer hides a question, anything depending on that question is hidden too automatically.

Hidden questions won’t block submission

1. If a question is marked “Required” but it’s currently hidden because of an earlier answer, it won’t stop the end-user from submitting the ticket. Only visible required questions need to be answered.

Hidden answers don’t get saved

If an end-user answers a question and then changes an earlier answer that hides it, that hidden answer is discarded. It will not show up anywhere on the final ticket.

Two ways to display a form

Templates can be set up in one of two layouts:

Layout	What End-Users See
All on one page	Every currently relevant question appears together on a single page.
Step-by-step (wizard)	One question at a time, with a progress indicator (e.g., “Question 2 of 6”) showing how far along they are — this updates automatically as branching adds or removes questions from their path. At the end, a Review screen summarizes all their answers with an easy edit button next to each one. The ticket isn’t created until they confirm from that Review screen.

Both layouts work the same way on the web portal and in the Teams app.

A simple example

Here’s how a “Do you have a pet?” form might behave with conditional logic turned on:

Requester’s answer	What happens next
”Do you have a dog?” → Yes	Questions about the dog’s name and size appear
Size → Large or Medium	A helpful tip for big dogs appears
”Do you have a dog?” → No	Dog questions disappear; a question about other pets appears instead
Other pets → Cat	A follow-up question about the cat appears
Changes “Do you have a dog?” from Yes to No	Any dog info they’d entered is cleared and won’t appear on the ticket

Please review how to setup Ticket Templates in the Setting Up Client Portal Ticket Templates (with Conditional Logic) KB.

Questions?

If a form isn’t behaving as expected, for example, a question isn’t appearing when it should, or a required field is blocking submission unexpectedly, please reach out to our support. You can view different ways to reach out here.