By using AktieNow's Advanced Conditionals app, it will be possible to hide one or more options from a dropdown field and customize what will be seen, for example, by each support group.

Support scenario:

My operation is divided into different areas, and each one interacts with different information from the support form. Among this information is the "Reason of contact" field, which needs to be filled in by each area depending on my customer's need. To have centralized and correct data, I cannot have more than one field listing the contact options, but this makes the list of reasons huge, which causes filling errors by my team. It is important that the right teams have access to the right reasons.

With Zendesk:

Currently, it is not possible to hide options from a dropdown field in Zendesk, only by using apps that perform this action.

With Advanced Conditionals:

I can define conditions so that the "Support" group sees the first five options of my "Reasons of contact" list, using the field option visibility action. In this way, I will have a more customized and organized form for each support team, preventing incorrect data and increasing my productivity.