Installing and using the Ticket Field Manager app

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71 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. 

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  • 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"}]

     

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  • 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

    0
  • Molekule

    @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
    Zendesk Team Member

    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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  • Tiffany King

    Hi, 
    I just installed the ticket field manager and our desire is to only hide the "requester" field from specific groups. 
    I've configured the app based on the instructions but all agents regardless of what group they're in can still see and edit the requester field when creating a new ticket on the agent interface. 

    Here are the settings : 

    Thanks for your help!

    0
  • James Massey

    I think I saw this mentioned a few months ago on this thread with no update, and it sort of looks like what I'm trying to accomplish so I'll ask...

     

    I'm running an Enterprise-tier Zendesk with two brands running side by side. Each Brand has its own ticket form for ticket submission. I want to include a dropdown ticket field on each ticket form for reporting purposes, but I need that single dropdown ticket field to display different options depending on which brand we're on.

    End users on the ticket form for Brand A should only see "Option 1", "Option 2", "Option 3" and not see "Option 4" & "Option 5"

    End users on the ticket form for Brand B should only see "Option 4" & "Option 5" and not see "Option 1", "Option 2", & "Option 3"

     

    All of my reporting is largely based on this single field for managing data sets, and I want to be able to add the newer Brand B into my reports without having to redo everything (like I would if I created a second dropdown for just options 4 & 5 that Brand B needs to see).

    Is this something that can be accomplished with this app? I do see where it can hide options in dropdown menus, and set specific groups to bypass that, but my need relates to end users, not agents, so groups won't work.

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  • Edgar Comper
    Zendesk Customer Advocate

    Hi James,

    I believe the best option here is configuring a conditional ticket form. That way, you will be able to configure which options will be available depending on what the end users select.

    Find bellow the steps to configure a conditional ticket form:

    Under Admin > Manage > Ticket Fields, add a drop-down field with Brand A and Brand B options.
    Go back to Ticket Fields and do the same, but now create two different fields:

    1) Field A: Drop-down list with Brand A option (1, 2 and 3).
    2) Field B: Drop-down list with Brand B options (4 and 5).

    Don't forget to select 'Editable for end users' for all the above fields.

    Next, go to Ticket forms under Admin > Manage and add a new form.
    Add all the above fields to this new form (Brands field / Field A / Field B).

    Go back to the Ticket forms list. If you hover the mouse over the new form, there are 3 dots in the end of the bar (under Add form button), click and select Conditions.

    In 'Conditions for' select 'End users'.
    Now, add the following conditions:

    1) If value is Brand A > Then Show Brand A Options.
    2) If value is Brand B > Then Show Brand B Options.

    It's done.

    Here is what the end user will experience:

    Once they select the Brand name (you edit it as you wish), the options will show up accordingly.

    Ticket forms with drop-down fields adds tag according to the values entered in the fields. So, to create a reports related to these tickets, you just need to search for the referred tags assigned to the values. (learn more here https://support.zendesk.com/hc/en-us/articles/217073927-Understanding-tags-and-ticket-fields).

    All the detailed information about conditional ticket forms, you can find here: https://support.zendesk.com/hc/en-us/articles/360022293573-Creating-conditional-ticket-fields).

    I hope it helps.

    Edgar | Technical Support Engineer | EMEA

    1
  • Mario Valdes

    Hi, I have not been able to hide Type options, I can hide the drop-down options for other fields, but for whatever reason, nothing happens when I try to hide Type options.

    This is my JSON so far:

    [{"name": "priority", "value": "normal"},
    {"name": "priority", "value": "high"},
    {"name": "type", "value": "problem"}]

    Priority options are hidden, no problem there, but the type option is completely ignored.

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  • Dave Dyson
    Zendesk Community Team

    Hi Mario -

    Sorry for the inconvenience here! This is a known issue that our engineers are working on. I've created a ticket on your behalf so you can be notified when this is fixed. Thanks for your patience!

    1
  • Tiffany King

    Hi Dave Dyson
    Can I get someone to look at my comment from above? https://support.zendesk.com/hc/en-us/articles/360036483394/comments/1260800310149 

    Hi, 
    I just installed the ticket field manager and our desire is to only hide the "requester" field from specific groups. 
    I've configured the app based on the instructions but all agents regardless of what group they're in can still see and edit the requester field when creating a new ticket on the agent interface. 

    Thanks for your help!

    1
  • Heather Rommel
    Community Moderator

    We'd love a way to make a field required when submitting as Pending or On Hold, not just every update of a ticket. Is there a way to do this with this app?

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  • Sabra
    Zendesk Customer Advocate

    Hey Heather Rommel! You can make a conditional ticket field required for the Pending status without using this app, as mentioned in this article: Making conditional ticket fields required. Though, we don't currently have an option for the On Hold status. 

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  • Sabra
    Zendesk Customer Advocate

    Hi Tiffany King! Based on the screenshot you provided for your configuration, I would expect that all users not in the specified group would have that requester field hidden. I'll be opening up a ticket on your behalf, so that we can take a look closer look at this with you! 

    0
  • Andrew Paterson

    Hi, hiding fields works correctly for Agents, but Light Agents seem to be able to see all hidden fields. Is this expected behaviour?

    Thanks for your help,

    Andrew

    1

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