{"id":21072,"date":"2023-08-24T13:55:57","date_gmt":"2023-08-24T13:55:57","guid":{"rendered":"https:\/\/help.kanidesk.com\/en\/docs\/admin-guide\/designing-ticket-forms-and-fields\/using-dropdown-with-sections-field-in-your-ticket-form\/"},"modified":"2026-03-16T11:19:23","modified_gmt":"2026-03-16T11:19:23","slug":"using-dropdown-with-sections-field-in-your-ticket-form","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/using-dropdown-with-sections-field-in-your-ticket-form\/","title":{"rendered":"Using dropdown with sections field in your ticket form"},"content":{"rendered":"\t\t
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\n Available with:<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Standard<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Plus<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Premium<\/span>\n <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Using Desk365<\/a><\/span>, you can create any number of ticket fields that can be used in ticket forms<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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You\u2019ll find two ticket field types in Desk365: Single level and Multi-level.<\/p>

Single Level Fields: These are fields that have a single level of hierarchy like Dropdown, Text Input, Date, Number etc.<\/p>

Multi-level fields: There are two types of Multi-level fields available: ‘Dropdown with sections’ and ‘Nested Dropdowns<\/a>‘<\/span>.<\/p>

In this article, we are going to cover how to use ‘Dropdown with sections’ field in your ticket form.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Creating dropdown with sections field in Desk365<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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This is a dropdown field that can be configured such that upon selection of a choice, it dynamically displays sections (with their own fields) underneath the dropdown. These fields have multiple levels of hierarchy. You can start at one level and based on the choice at the first level, the next level will display a different set of fields.<\/p>

For example, if you have two common requests, one for password reset and another for a printer running out of ink, you could use this field with these two choices in the dropdown. Upon selection of each choice, you could have a different section displayed underneath the dropdown with its own set of fields specific to the choice that was selected.<\/p>

In the Settings > Ticket Fields tab, you’ll find a field called ‘Dropdown with sections’.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"dropdown-with-sections-field-desk365-helpdesk\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Let\u2019s go through an example below on how different companies use Desk365\u2019s ‘Dropdown with sections’ field when creating tickets.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Use-case: Using Desk365 as an internal help desk <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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In this example, we want to change the Create Ticket form in the Support Portal such that for each request we want the Contact to enter their department, and the fields will change dynamically. All these are required before they can submit a ticket.<\/p>

We\u2019ve created a department template to include three different departments as a dropdown \u2013 ‘IT’, ‘HR’, and ‘Finance’.<\/p>

Let\u2019s see how we can create unique ticket fields when you select a particular department. Click on the ‘Save’ button to save the department template.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"adding-dropdown-with-section-field-in-desk365-helpdesk\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Now let\u2019s add a new section to the Department Template. Click on the \u2018Add Section\u2019 button and give a Section Title in Section Properties dialog box.<\/p>

Give the Section Title Name as \u2019IT Section\u2019 and select the \u2018IT\u2019 department as the correct choice under this section. Click on the ‘Save’ button.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"creating-a-section-property\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Now the new section \u2018IT Section\u2019 appears below the Department Template. Now let\u2019s add unique fields that you want to appear in the \u2018IT Section\u2019 when the employee selects the \u2018IT\u2019 as the dropdown choice.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Choose the ticket field option as a Dropdown field.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"adding-dropdown-ticket-field-inside-the-section\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Now provide a name that you want your agents and employees to see. In this example, we\u2019ve given the name as \u2019Laptop Type\u2019. You can change the name anytime you wish to.<\/p>

As you see in the screenshot below, we\u2019ve successfully created the first unique field under the \u2019IT Section\u2019 which is ‘Laptop Type’.<\/p>

We chose \u2019Dropdown\u2019 as the ticket field option as you want your employees to choose their preferred laptop type which is either ‘Windows’ or ‘Mac’.<\/p>

For this example, I want to show these dynamic ticket fields in the Create Ticket form in the Support Portal as it will be easy for the employees to submit the tickets to the IT department when they\u2019re joining a company.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"adding-dropdown-choices-within-the-section\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Now, let\u2019s add one more field under the \u2018IT Section\u2019.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"adding-another-field-in-it-section\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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This time let\u2019s choose \u2018Date\u2019 as the Ticket field since we want to collect and know the joining date of the employee so that we can provide them laptop and facilitate them with a fantastic onboarding experience.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"choosing-date-ticket-field-in-dropdown\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Give a name for the new field. Click on the ‘Save’ button.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"date-field-within-drop-down-with-sections\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Now let us repeat the same steps for the other two departments \u2013 \u2019Finance\u2019 and \u2019HR\u2019 by creating unique fields suitable for these departments.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"finance-hr-added-in-drop-down-with-sections\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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As you see in the screenshot below, we\u2019ve created different unique fields for the \u2018HR\u2019 and \u2018Finance\u2019 section.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"department\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Note:<\/span><\/span><\/strong><\/em> Editing dropdown choices will update all existing tickets, ticket activities, automations, and closure rules that use this field. Please review your changes before saving.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Now, let\u2019s add this ‘Dropdown with sections’ ticket field to the Create Ticket form in the Support Portal.<\/p>

To do this, go to Settings > Admin > Ticket Forms.<\/p>

Choose the \u2018Create Ticket\u2019 form in the Support Portal.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"create-ticket-form-support-portal-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Drag and drop the custom field \u2018Department Template\u2019 from the left to this form on the right.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Now that we have added the ticket field to the \u2018Create Ticket\u2019 form in the Support Portal, let\u2019s see in action how this works.<\/p>

This screenshot shows an example of the ‘IT Department’ template that we created above. As you see from the screenshot, we\u2019ve created two unique fields for the ‘IT Department’.<\/p>

They are \u2018Laptop Type\u2019 and \u2018Joining Date\u2019.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"dropdown-with-section-field-shown-in-ticket-form\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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The screenshot below shows an example of the ‘HR Department’ template that we created. As you see from the screenshot, we\u2019ve created two unique fields for the ‘HR Department’.<\/p>

They are \u2018Employee Number\u2019 and \u2018Location\u2019.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"dropdown-with-section-field-hr\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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This is such a powerful feature and hence we want to explain all the potential things that you can do using the ‘Dropdown with sections’ field in Desk365.<\/p>

You can choose the Department Template that you want, and unique fields appear for each section within it.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\"using-the-dropdown-with-sections-in-desk365-ticket-form\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Using a Dropdown with sections field helps to ensure that customer enquiries are routed to the appropriate team or agent. For example, if a customer has a billing issue, you can set up your helpdesk system to automatically route their inquiry to the billing team.<\/p>

This helps to ensure that customers receive prompt and accurate assistance and can help to reduce response times.<\/p>

If you’re not already using a Dropdown with sections field in your helpdesk system, it’s definitely worth considering as a way to improve your team’s productivity and customer satisfaction.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":13,"featured_media":0,"parent":20969,"menu_order":5,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-21072","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/21072","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=21072"}],"version-history":[{"count":42,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/21072\/revisions"}],"predecessor-version":[{"id":35792,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/21072\/revisions\/35792"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/20969"}],"next":[{"title":"Using nested dropdowns in your ticket form","link":"https:\/\/help.desk365.io\/en\/articles\/using-nested-dropdowns-in-your-ticket-form\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/21071"}],"prev":[{"title":"Creating custom ticket forms in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/creating-custom-ticket-forms-in-desk365\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/21075"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=21072"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=21072"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}