Installing and using the Ticket Field Manager app

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50 Comments

  • Reshma Patel

    Are you able to hide actual forms with this app?  For example I only want a form to be used via macro. Can I hide the form from all users so they don't see it in the form drop down selection when creating a new ticket?

    0
  • Gail L
    Zendesk Community Team

    Hi Reshma,

    No, the app is only designed for hiding specific fields not forms. If you're having trouble with a form being used without the macro you want it tied to you could have the macro add a tag, and then build a business rule that would look for any ticket being created on that form without the tag to send you a notification so that you could follow up on it as an alternative. The trigger could also be set up to change the ticket form automatically if you have a specific default form you want to use. There won't be a way to remove the option of the form from the dropdown options overall. 

    0
  • Jérémie

    Hi all,

    I wanted to use this app to hide some brand for a specific group.
    We are a multi-brand company (more than 50) and I would like to hide some brand for one of the group.

    I tried using these 2 pieces of code in the "Hide dropdown form options" but it doesn't work :(

    [
    {"name": "ticket.brand.name",
    "value": "xxx"}
    ]

    or 

    [
    {"name": "ticket.brand.name",
    "value": "XXX"}
    ]

    XXX will be the name of one my brand.

    Is it possible, with your app to hide brand on a ticket ?
    If yes, how can I manage that ?

    Thanks,
    Jérémie

    0
  • Tiffany Green
    Zendesk team member

    @Jérémie

    I've filed a help desk ticket on your behalf about this issue. We'll keep you posted!

    0
  • Sarah Sabater

    I'm having a really hard time hiding a specific form type - can someone provide an example of how you would hide the Ticket Form named "Escalation Internal" from the Ticket Form drop down? For the example, how would you write the JSON if the ID is 1987777. 

    I tried writing as [{"Form": "Ticket_form_ID", "Type": "Escalation Internal"}] and it does not work.

    0
  • Kay
    Community Moderator

    Hi Sarah Sabater

    You would write it like this

     [{"name": "ticket_form_id", "value": "1987777"}]

     

    0
  • Sarah Sabater

    Tiffany Green I'm actually trying to hide a specific form from the Form drop down within a ticket form that we have. 

    The field is listed in the above overview as: " ticket_form_id (the ticket form dropdown)".

    Kay Thank you for the suggestion, unfortunately that doesn't seem to work :(

    0
  • Tiffany Green
    Zendesk team member

    Sarah Sabater

    My apologies for not understanding your question right away. What Kay suggested is the correct format. I noticed that you're using title case in your example, and the case does matter. Double-check that the case for 'name' and 'value' and 'ticket_form_id' is lowercase, like Kay's example. If that doesn't work, let us know and we'll start a ticket to take a closer look at your scenario. Thanks!

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  • Kay
    Community Moderator

    Sarah Sabater Just want to make sure are you trying to hide the form for your customers (end-users) or for agents? 

    Are you trying to hide it on the Help Center or in the agent interface?

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  • Sarah Sabater

    Kay I'm trying to hide in the agent interface (just to clarify, hoping to hide certain Form drop down values when agent is updating or creating new tickets in Support. 

    The current drop-down is including form types that are for end-users only or for other brand segments within our support environment. 

    We don't have any forms currently that require end-users to select form type -- so the only forms that display form have it set specifically to agent only.

    Hopefully that helps! 

    0
  • Tiffany Green
    Zendesk team member

    Sarah Sabater I'm going to create a ticket from your post so that we can take a look at your specific settings. 

    0
  • Denis “Kerdoos” Legena

    Hi,

    I want to hide values in a drop-down field (using multi level values).

    The field name is "Category", id is 360053923293 and tag is lvl1_val1

    I tried:

    [{"name": "custom_field_360053923293", "value": "Level1::Value1"}]

    [{"name": "360053923293", "value": "Level1::Value1"}]

    [{"name": "category", "value": "Level1::Value1"}]

    Did not work.

    Can you help on this? Thanks

     

     

     

    0
  • Chris Fassano

    @Denis “Kerdoos” Legena 

    For the value, use the tag instead. 

     

    {"name": "custom_field_360053923293", "value": "level1_value1"}
    1
  • Martin Tomis Bartel

    Hi, 

    Since we started using conditional fields in our webforms, the ticket overview has turned into a bit of a mess for agents. The list in the left-side menu is never ending now and agent agent have to continuously scroll down to see what was selected.

    We would like to hide fields only, based on the condition that the selected value is null to cleanup this mess and help our agent as efficient as possible. Currently, the null or empty value isn't a value on the drop-down field, hence why you can't condition it to hide whenever the value is null

    I think we're not the only ones that would greatly benefit from having this option. Fingers crossed that you will add it in the next update.   

     

    1
  • Sean Peratikos

    Hey Y'all,

     

    It looks like this is the case, but I wanted to confirm. Can this app allow me to require a ticket field upon any status change (not just solved)?

     

    An example: We require the "Ticket Category" to be filled out on each ticket. It is required when solving a ticket, however, if you put a ticket into "Pending" status it is not required. If the customer does not respond to us in 7 days the ticket is moved to "Solved" and bypasses the Ticket Catagory requirement. 

     

    Thank you! 

    0
  • Brett Bowser
    Zendesk Community Team

    @Sean

    You are correct and the app allow you to set required fields each time a ticket has been saved regardless of status.

    Hope this helps!

    @Martin, thanks for taking the time to share this with us! I'll pass this feedback along to the appropriate team :)

    0
  • Pascal Turmel

    Similar to other user's requests here, I am looking to show only / auto-hide subsequent ticket field values based on a conditional field selection from another field. This is a fairly basic need

    Example:
    Ticket Conditional Field "Product" => Value "A"
    Ticket Field "Version" => Show only version values associated with selected "Product A", aka A1, A2, but not B1

    The conditional field feature is not quite finished to my mind and I was hoping that this app would help me work-around this limitation in Zendesk...

    I am forced to create new custom field for any Product version which is maintenance nightmare

    Any ideas?

    Thanks

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  • Jay K

    @ZD team you should add tip about using the tag value instead of field value name for multi level fields in the HC article, instead of having to get frustrated when it doesn't work and then have to read this entire thread to find the answer.  See the post by Chris Fassano

    0
  • Chris Fellows

    Hi Jay,

    Thanks for the heads up.  I just made an update to the article to make this more clear.

    Chris

    0

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