The Ticket Field Manager app allows an administrator to quickly hide, require, and disable certain ticket fields and drop-down options in the Zendesk Support agent interface.
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Installation
The Ticket Field manager is installed from the Zendesk Marketplace.
To install the app
- In Zendesk Support, click Admin (
), then select Apps > Marketplace. Enter "Ticket Field Manager" in the search bar at the upper right of the page.
- Double-click on the Ticket Field Manager app icon, and click Install.
- In the Installation section, enter a name for the Ticket Field Manager app, and enable group and role restrictions if required. These configuration options are also available after installation by navigating to Admin > Apps > Manage.
- On the app details page, click Install.
Configuring the app
Once the app is installed, you can go into Admin > Apps > Manage, click the gear icon on the Ticket Field Manager app, and select Change settings.
In the settings, you can configure the ticket field behavior by updating the provided fields and adding a comma separated list of fields. For a custom ticket fields, use the field ID except when specifying hidden dropdown field options which uses the format full `custom_field_` and ID.
Note: The list of fields must have a space after each comma.
- Required form fields: Ticket fields that are required when creating or updating a ticket. For example:
field1, field2, field3, 360015591993
- Read-only form fields: Ticket fields that are shown to the user but are not editable. For example:
field1, field2, field3, 360015591993
- Allowed groups for read-only form fields: This is a list of IDs of groups that should not have the read-only restrictions applied.
- Hidden form fields: Ticket fields that should be hidden from the agent when creating or updating a ticket. For example:
field1, field2, field3, 360015591993
- Allowed groups for hidden form fields: This is a list of IDs of groups that should not have the hidden field restrictions applied.
- Allowed groups for hidden dropdown options: A comma separated list of group IDs that do not have any hidden options in dropdowns applied.
-
Hide dropdown form options: Hide options for a given dropdown field. The format is [{"name": "type", "value": "problem"}], or for custom fields [{"name": "custom_field_3600152073", "value": "brushed_silver"}]. Note: When setting the value, you need to use the tag of the pull down option. When editing the pull down options in the ticket field if you click on "Show tags", you will see the tag value that will need to be used.
Also, this feature only works for hiding options from dropdown field types and is not available for multi-select field types.
To hide multiple dropdown values including those in the same field, use the format as shown in the following example.
[{"name": "type", "value": "problem"},
{"name": "custom_field_360015592073", "value": "diamond"},
{"name": "custom_field_360015592073", "value": "nickel_plated"},
{"name": "assignee", "value": "387300360473"}]
Notice that the name must be listed with the name and value for each option to be hidden, even for options in the same dropdown field.
Available ticket fields
Some available ticket fields include the following:
- requester
- assignee
- collaborator
- sharedWith
- status
- ticket_form_id (the ticket form dropdown)
- tags
- type
- priority
- problem
- custom field
For a complete listing of available fields for use in the form settings, see Zendesk Support placeholders reference.
Using the app
After creating a ticket or opening an existing ticket, you will see that the fields are now required based on the list defined in Required Form Fields. In this example, this includes Assignee, Tags, Type, and Priority.
If option in dropdown fields were hidden, you'll see that those options no longer appear for those roles and groups.
Release Notes:
Version 2.2.0 - 2020-08-05
- Created allow list for hidden dropdown options
50 Comments
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?
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.
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
@Jérémie
I've filed a help desk ticket on your behalf about this issue. We'll keep you posted!
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.
Sarah Sabater
The app can only hide ticket fields, not entire forms.
These help articles on hiding ticket forms might get you the effect you're working on:
https://support.zendesk.com/hc/en-us/articles/360051961793-Can-I-hide-a-ticket-form-from-end-users-
https://support.zendesk.com/hc/en-us/articles/204579603-How-can-I-hide-ticket-forms-based-on-a-user-s-organization-
https://support.zendesk.com/hc/en-us/articles/360020788974-How-can-I-restrict-ticket-forms-based-on-the-customer-s-language-
Hi Sarah Sabater
You would write it like this
[{"name": "ticket_form_id", "value": "1987777"}]
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 :(
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!
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?
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!
Sarah Sabater I'm going to create a ticket from your post so that we can take a look at your specific settings.
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
@Denis “Kerdoos” Legena
For the value, use the tag instead.
{"name": "custom_field_360053923293", "value": "level1_value1"}
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.
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!
@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 :)
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
@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
Hi Jay,
Thanks for the heads up. I just made an update to the article to make this more clear.
Chris
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