Question
I have multiple ticket forms and I want to hide some of the forms from my end users. I only want agents to use it. Can I hide a ticket form from end users?
Answer
Yes, you can hide the ticket form from end users. Set the availability for your ticket forms to only show to agents through the checkbox provided in your forms.
For more information on how to create multiple ticket forms, see the article: Creating multiple ticket forms to support different request types (Professional add-on and Enterprise).
If you want to hide a ticket form based on a user's organization, see the article: How can I hide ticket forms based on a user's organization?
7 Comments
Thanks, Norman! What if I want end-users to be able to use the form but not see it as a drop-down option. Example: we want to link users to a form specific to their product. Is there a way to do that without having it show in the drop-down?
Thanks in advance!
Hello Joshua,
Please note that this natively, from the Zendesk UI, unfortunately, would not be possible.
Either we can enable it, and the end-users can see it both in the drop-down and following a link, or not at all.
You could, however, try to remove the drop-down with a JS entry like:
Just note, Zendesk does not support or guarantee the code.
Zendesk also can't provide support for third-party technologies such as JavaScript, jQuery, or CSS.
I would also advise you that this is done by somebody who has experience with HTML, CSS and JS.
For more info:
How can I hide ticket forms based on a user's organisation
How can I restrict ticket forms based on the customer's language
Hope that helps!
Thanks, @...!
I'm going to be investigating a separate solution to allow multiple forms without the user having to choose which form they want to use.
Thank you!
Hi Joshua Bentley
Did you manage to find a solution to this? I want end-users to be able to use a form (via a link) but not see it as a drop-down option.
Thanks!
Hi, Kevin O'Kane - not yet. I'm going to work with a site developer that is a bit more familiar with CSS, JS, etc. to see if he can figure something out.
Still bummed this isn't something we can't do out of the box.
Hi Joshua Bentley. The following code works. Just add it to the JS code and replace "[form ID]" with the actual form ID you want to hide.
$('#request_issue_type_select option[value="[form ID]"]').remove();
$('.nesty-panel').on('DOMNodeInserted', function(e){
$(this).children('ul').children().remove('#[form ID]');
});
Hope that helps!
Kevin O'Kane I used that logic and while it does hide the form for me, it also does not allow the form to go through.
I have a link to a hidden form using the code above but when I submit the form I get an error. Are you seeing the same thing?
(I tested using an incognito browser)
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