This app lets you customize options shown on either a dependent or a dropdown ticket field (default or custom) to allow Freshdesk agents to access only those particular values in the dropdown menu. The options can be set based on the value of the corresponding dropdown ticket field (default or custom). For instance, if the “Type” field of the ticket is set to, say, “technical query”, the “Group” field will display only those options that were preset by the user e.g. if “Dev team”, “L2 team” were the only two options selected by the user, any other option would not appear in the dropdown menu. The app lets you customize ticket fields on Ticket Details, New Ticket, and New Email pages. Important Note: ---------------------- When multiple rules are configured for the same target/destination fields, and all of the rules match the criteria, the final rule listed in the app settings will execute for the target field upon loading the TicketDetails page. For example - suppose there are three rules configured, and all of them match the criteria. 1. When ‘Type’ is Incident - Set Priority = ‘Low ’ 2. When Product is ‘Paid Support’ - Set Priority = ‘Urgent.’ 3. When Group is ‘Customer Support’ - Set Priority = ‘Medium.’ In that case, only the third rule, which is the Priority = ‘Medium.’, will be applied as it is the last one to match. Assumptions & Constraints: ------------------------------------- 1. The app allows for a maximum of 100 rules to be set. 2. It is important to avoid configuring conflicting rules i.e., setting same target field across the different sections. 3. When a change is made to a particular field in a Ticket, the app will only verify the value of that field against the rules. It will not verify the values of the other ticket properties. 4. Avoid attempting to configure a field that has already been set as the target field in the MATCH ANY section as a source/target field in the MATCH ALL section. 5. In the dropdown and dependent fields under the 'Match All of the Below' section, please ensure that the source and target values are different. 6. Please make sure to refresh the New Ticket and New Email page when the following scenarios occur: a. When the user applies the Clear Template feature. b. When the user applies a new template after the initial template has been applied.

1. Enter your Freshdesk URL and API Key. Then click ‘Verify Your Freshdesk Account’. 2. Choose your desired fields from the dropdown menu. 3. On the left side, choose a field value and on the right side configure the field values to be shown. 4. Click Add Rule to show field values based on another field dropdown value. 5. Hit Install.