Installing and using the Ticket Field Manager app

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71 Comments

  • William Grote

    Hi Andrew -

     

    I just noticed the same thing, and I mostly want to hide fields from Light Agents - I thought I was going crazy

     

    What's going on with this now, it there a work around ? 

    1
  • Andrew Paterson

    William Grote, I can't find a workaround unfortunately. Sabra, Dave Dyson would you be able to advise? Thanks!

    2
  • Zé Eduardo

    What an amazing app!

     

    I have been tirelessly trying to hide a dropdown option from a ticket field, though - until I finally realized it would never work the way I wanted because the app is aimed at the agent interface. How come it effects agents exclusively? :(

    Are the developers planning on extending this feature to end user forms as well? 

    The only other mention of hiding dropdown options from end users is found in a Community post that will soon be five years old, and the solution presented is somewhat inacessible.

    0
  • Ahn Letran
    Zendesk Customer Advocate

    Hi there!

    Thanks for your feedback in using the Ticket Field Manager app! This app works by hiding fields from certain groups that's under your instance. If your light agents belong to the group who can see them, by default, they also have access to the hidden field. More information on how you could possibly take advantage of this app is found here: Installing and using the Ticket Field Manager app. There's a guide on how to configure it by filling out group IDs who could view the hidden fields you need.

    Cheers!

    0
  • Jamie Noell

    Is there a limit as to how many options you can hide from a drop-down field using this app?  Hiding up to 5 options works great. However, if I add a sixth, none of the options are hidden any longer; instead, they are grayed out (i.e., visible).  I have had a ticket open with Customer Advocacy, but so far, they have not been able to advise on this issue.

    0
  • Ahn Letran
    Zendesk Customer Advocate

    Hi, Jamie!

    As far as the app goes, there shouldn't be any limitations on the number of fields to hide. Since you've mentioned you already have a ticket, I'll bump that one up for you so our senior tech experts could check if there are any bugs with the Ticket Field Manager app lately. Appreciate your patience!

    Cheers!

    0
  • Rachel M

    hello!

    we haven't installed the app yet, so this may be an obvious answer after we do, but –

    1. we have macros that add tags on tickets, and have triggers & automations that function off these.
    2. so we can't remove the ability for agents to edit tags (via roles), or these macros wouldn't work.
    3. but it would be nice to be able to hide the tags box, so agents dont manually change them (which can break things)

    if we hide the tags field from the agent view, will ZD still recognize adding & removing tags via macros? (similarly to how you can use triggers to change values of fields hidden by conditional field settings)

    thanks!
    rachel

    0
  • Ahn Letran
    Zendesk Customer Advocate

    Hello, Rachel!

    Yes, the expected behavior is to hide the fields, not to hinder its functions. It should still recognize adding and removing the tags via macros.

    Cheers!

    Ahn L. | Customer Support Advocate

    1
  • Rachel M

    amazing! thanks Ahn Letran

    0
  • Stephen F

    Hi,

    I just downloaded this app and am trying it out currently - seems to hit all the functional requirements I have at the moment. Seems like an awesome add-on!

    It would be great to see this functionality integrated directly into the Ticket Fields functionality, as opposed to requiring a separate app.

    0
  • Jamie Noell

    Ahn Letran, I learned through Customer Advocacy that if you attempt to hide all nested items within a parent, Zendesk does not hide the parent category and can only disable the nested options (i.e., not really hide them).

    1

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