Why is my ticket field not displaying to end users on my Submit a Request form?

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  • Joana Crisostomo


    I've managed to enable customised fields to the 'submit a request' form. However, I seem to be unable to edit the fields order of appearance - though I was able to do this for the web widget contact form.

    Is there any workaround I'm missing?


  • Nicole Saunders
    Zendesk Community Team

    Hi Joana - 

    Currently, there is not much ability to manage the order of ticket form fields. But I encourage you to add your voice to this Product Feedback thread: 

    Reorder ticket form fields

  • Adam

    Hey, I've got the opposite issue at the moment. I've got a field showing up for customers that isn't there on the back end for me to delete it.

  • Andrew Dietrich
    Zendesk team member

    Hi Adam,

    I see that you have a ticket with Support right now. It looks to be solved so hopefully you've figured this out, but if you are still having issues feel free to update that ticket!

  • Kimberly Jacksteit

    I created a ticket field and marked it as "Read only for end users", because I want the text in this field to appear on the ticket form, but I do not want users to be able to input anything into the field. The field description for "Read only for end users" says "Field value is visible to end users on their request page, but cannot be edited." However, the field value is not visible until I change it to "editable for end users". I have a work around for what I need, so I'm not asking for help with this specific issue. I am building additional help centers though, so I'm hoping to get help understanding why the description for this setting says it will show to end users when it won't actually show. We don't have our end users log in to use the form, and the end user is a customer, not an agent. Is this setting more for an agent/logged-in user? Or is it that I have misunderstood what a "request page" is?

  • Brett Bowser
    Zendesk Community Team

    Hey Kimberly,

    The read-only field will display the field to the end-user when they are viewing their ticket from the My Activities page after they've logged in. This won't make the field visible in the ticket form itself as the field needs to be editable to display there.

    Let me know if the above doesn't make sense as I'm happy to assist further.


  • Duc Bui

    Hi guys,

    Can I hide "Editable for end-users" fields in the Request form?

    I have many custom technical fields that are automatically filled when users contact us via Mobile SDK (installation ID, last crash ID, etc.). Customers cannot obtain these data from their side.

    However, these fields also show up in the Request form.

    Is there any way to hide these fields, such as tweaking the code inside the Help Center?

  • Brett Bowser
    Zendesk Community Team

    Hey Duc,

    It looks like one of our Community Moderators replied to your post here: Can I hide "Editable for end-users" fields in the Request form?

    Hope this helps!


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