The Ticket Field Manager app allows an administrator to quickly hide, require, and disable certain ticket fields and drop-down options in the ticketing interface. This app only works with ticket fields.

This article contains the following topics: 

  • Installation
  • Configuring the app
  • Using the app

Related articles:

  • Zendesk Support placeholders reference

Installation

You need to install the Ticket Field Manager app from the Zendesk Marketplace. 

To install the app

  1. Visit the Marketplace, then use the search bar to search for the Ticket Field Manager app.
  2. Click the app's icon to go to the app's info page.
  3. Click Install in the upper-right of the page.
  4. Select your account and click Install.
  5. Configure any app settings as needed and click Install. 

Configuring the app

Once the app is installed, go to Admin Center > Apps and integrations > Apps > Zendesk Support apps, hover over the Ticket Field Manager, and click the arrow near the gear icon. Them, select Change settings.

Ticket Field Manager app

In the settings, you can configure the ticket field behavior by updating the provided fields and adding a comma separated list of fields. For custom ticket fields, use the field ID except when specifying hidden drop-down field options which use 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 drop-down options: A comma separated list of group IDs that do not have any hidden options in drop-down applied.
  • Hide drop-down form options: Hide options for a given drop-down field. The format is [{"name": "type", "value": "problem"}], or, for custom fields [{"name": "custom_field_3600152073", "value": "brushed_silver"}]
Note: When setting your value, use the Tag of your drop-down option.
Tag.png

To hide multiple drop-down values including those in the same field, use the format as shown in the example below. 

 [{"name": "type", "value": "problem"},
 {"name": "custom_field_360015592073", "value": "diamond"},
 {"name": "custom_field_360015592073", "value": "nickel_plated"},

The name must be listed with the name and value for each option to be hidden, even for options in the same drop-down field. It's not possible to hide the assignee field with the Ticket Field Manager app, but you can do that with the Assignment Control app. 

Available ticket fields

  • requester
  • collaborator
  • sharedWith
  • status
  • ticket_form_id (the ticket form drop-down)
  • tags
  • type
  • priority
  • problem
  • custom field

For a complete listing of available fields for use in the form settings, see Zendesk Support placeholders reference.

Restricting app functionality

The functionality of the app is restricted to agents and admins who have been granted access through the Enable role restrictions and Enable group restrictions settings. For more information, see Restricting app access.

restrict_app_access.png

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 the Required form fields. The example below includes Assignee and Tags.

required_fields.png

Release notes:

Version 2.2.0 - 2020-08-05

  • Created allow list for hidden drop-down options
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