Installing and using the Ticket Field Manager app

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45 Comments

  • Jay Kershner

    @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

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  • Chris Fellows

    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!

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  • James M

    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

    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

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  • 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 Manager

    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!

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  • Tiffany King

    Hi @...
    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
    The Product Manager Whisperer - 2021

    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 Care

    Hey @...! 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 Care

    Hi @...! 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! 

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  • 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

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  • 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 ? 

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  • Andrew Paterson

    @..., I can't find a workaround unfortunately. @..., @... would you be able to advise? Thanks!

    2
  • SAC Galápagos

    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.

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  • Ahn Letran
    Zendesk Customer Care

    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!

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  • 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.

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  • Ahn Letran
    Zendesk Customer Care

    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!

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  • Rachel Mooney

    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

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  • Ahn Letran
    Zendesk Customer Care

    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

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  • Rachel Mooney

    amazing! thanks @...

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  • Stephen Fleming

    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.

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  • Jamie Noell

    @..., 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).

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  • RichL

    What am I missing here? Does this app not work on Enterprise when you have multiple ticket fields?

    It works perfectly fine on a Zendesk Professional instance but in my Enterprise instance it doesn't function at all. I realize you can simply remove a ticket field from a form but as an Admin I want to be able to see those ticket fields. Read only fields, there is no other alternative, as I necessarily want them to be visible on the form for everyone, but not able to be edited by anybody.

    Do I need to define the ticket form ID in addition to the ticket field when I have multiple ticket forms? Or does this app just not work on Enterprise? I feel like I'm missing something obvious.

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  • Meg Gunther

    I've installed this on my enterprise sandbox and nothing happens. my hope was to hide specific field values in a drop down so that only a specific group could see them. I thought maybe it was that the JSON I typed was wrong. However when i saw RichL post above I went in to do some initial testing.  I tried to hide a field, entered the field ID, field would not hide. Thought maybe it was because the field had conditions. so I tried another field that didn't have any conditions, the field was not hidden. I have several forms, however this field is only on one 1.

    Any advice? 

    JSON

     [{"name": "custom_field_1500015235561", "value": "access_/_group_request"},
     {"name": "custom_field_1500015235561", "value": "equipment_request"},
      {"name": "custom_field_1500015235561", "value": "feature_/_enhancement_request"}]

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  • RichL

    Hi Meg Gunther

    Ticket Field Manager is working as expected/required for me now.

    I struggled with this for the better part of 2 days but eventually started seeing it doing what I needed it to be doing (and what I had done with it in 2 previous Zendesks).

    I'm not certain exactly what I was doing wrong but I think it was because of the permissions I was setting for the app itself, and it had nothing to do with the ticket field settings.

    As an Admin I want to be able to see all of the hidden ticket fields but then hide them from Staff/Agent role. So I think whatever I was doing with the app permissions to achieve this was wrong.

    Currently I have it set with the "Enable role restrictions" checkbox checked off. And for the "Select the roles that should have access to this app" I have my "Admin" role added to that list.

    I'm pretty sure I had this set as the exact opposite when I was having trouble. Where I was thinking that the agent roles for which I wanted to apply the ticket field restrictions should have access to the app but it appears to require the exact reverse configuration (as described previously) to function properly. I can't really remember the sequence of events but I think this was the source of my issues.

    I would say double check the Role/Group restrictions first. Otherwise, it may just take a while for changes to propagate? Would also recommend testing out with a more simple field to hide than the JSON array you described.

    This app is extremely barebones and unintuitive. These features should be native to Zendesk Support and that this app has not been improved in 5+ years only adds to what I consider unacceptable shortcomings for such a mature platform.

     

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  • Meg Gunther

    I had left the role restriction settings blank, just have the JSON and the the group listed in the field below is the ID of the group i want to view the hidden values. 

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  • RichL

    Meg Gunther I don't see anything wrong with what you have for the "hide dropdown form options". Assuming you are putting the tag values for the options that all looks right to me. Here is what I'm using to hide dropdown options of a ticket field:

    [{"name": "custom_field_1900001347434", "value": "option-tag-value-1"},
     {"name": "custom_field_1900001347434", "value": "option-tag-value-2"},
     {"name": "custom_field_1900001347434", "value": "option-tag-value-3"}]

    The only thing I could suggest would be to experiment with either the Role or Group restrictions and see if that somehow activates the app.

    In my Zendesk I chose the "Enable role restrictions" option and added the roles that should be able to see the fields and field options. And the fields/field options are hidden for everybody with a role other than what I added to the role restriction setting.

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  • Frédéric

    Hello,

    I need some help to hide a field.

    I would like to hide the field "linked problem" as it's not used in our process.

    I do not found the ID of it, anybody who could help me ?

    Thanks in advance!

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  • RichL

    Frédéric You can find the ticket field's ID by navigating to Settings (gear icon) > Ticket Fields (under Manage): 

    https://company.zendesk.com/agent/admin/ticket_fields

    Locate the field with title "Linked problem" and the Field ID is what you need to hide the field in the ticket field manager app.

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