This has been a feature request placed many many times. WIth the new Zendesk <-> SFDC sync comming shortly this is critical to have the ability to mark a subset of Org and Contact feilds as Read Only. The lack of this functionality will lead to data hygiene issues in the two systems.

EG 1: The Agent changes the Org Name in Zendesk to the customer DBA Name, this then triggers the legal name in the SFDC Account record to be changed to the DBA, which for accounting purposes is not valid.

EG 2: The Agent changes the name of a End-User to Bob Dobbs, as that is Robert Dobbs' perfred name. Now SFDC has Bob Dobbs and any contracts that are automatically generated and sent to Mr. Dobbs are not valid in as they do not have the signatories legal name.

EG 3: An org record has a custom feild for "Assigned Account Manager" that syncs with SFDC Account Owner field. The Agent changes the value in zendesk for some reason, then the Account record in SFDC is updated and the account manager has "lost" the account and it no longer shows on her revenue reports or tasks of customers to send renewal notices too.

PLEASE HONOR THIS FEATURE REQUEST. this is not a training agents issue, this is a data hygiene and consistency issue. This will only get worse for larger customers that intergrate Zendesk via IPAAS or middleware.

Read only ticket field for agents

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