Can I hide a ticket form from end users?

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  • Joshua Bentley

    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!

  • JJ
    Zendesk Customer Advocate

    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!

  • Joshua Bentley

    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!

  • Kevin O'Kane

    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.


  • Joshua Bentley

    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.

  • Kevin O'Kane

    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!

  • Michael Jenkins

    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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