Installing and using the Ticket Field Manager app

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56 Comments

  • 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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  • 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 Try to hide the filed "linked problem" but I do not find the ID as it's system generated.

    Does anybody zendesk know this field id?

     

    Thanks 

     

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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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  • Chris Fassano

    Neil Gloudemans - If you're trying to hide values used in a nested drop-down menu, you'll need to remove the double colon's in order for the categories hidden as well.

    Category::Sub-category::Item -> Category:Sub-category:Item

     

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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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  • Neil Gloudemans

    Hello,

    I have multiple sub-options in my dropdown options which I have added to the JSON. However the overarching option is still showing. Ex: I have a Network/Internet option, and two sub options underneath. I added the sub-options to the JSON. There is no tag for the overarching option. When testing I see the overall option, but it is blank when clicking on it. Solutions?

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  • Stephen

    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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  • 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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  • 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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  • 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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  • 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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  • 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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  • Frédéric

    Thank you but I only want to hide the field "linked problem" that's it.

     

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  • Matan Arik

    Hey, if I hide a custom field in my form from agents.
    Will macro actions using those fields still apply?

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  • Bill Reed

    Does anyone know what this error means? "Cannot read properties of null (reading 'map')"

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  • William Grote

    Hi Ahn Letran

    I think I stumbled upon a snag, I wanted to use the app to have more control over light agents filling out forms (internal support forms) by using the required fields to insure they filled out all necessary information and I made the app 'available' to all light agents, but then if a full agent filled out a ticket, but left a required field ( for light agents ) blank, when the light agent tries to even add an internal note to that ticket, they get blocked by the app since a required field is empty, but as a light agent, they don't have the ability to fill in that field?  Is there a work around for this?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Jorge, and welcome to the community!
     
    Yes, you can do that with this app -- you'd add the dropdown option that you only want agents to see into the Hide dropdown form options field, and then add all your agent group IDs to the Allowed groups for hidden dropdown options field (see the article instructions for how to find and specify those item).
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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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  • Afabio Junior
    Hi Oliver, 

    If you are talking about the system field "Skills", you have an option to hide it by following the steps in this article: https://support.zendesk.com/hc/en-us/articles/4408838892826-Using-skills-based-routing#topic_utt_h3x_jdb (By default, only administrators can see and update the skills field. You can configure the visibility and permissions for the skills field, so agents can view or update it as well). You have the following options: 



    If you have a custom ticket field created named "TicketSkills", you can hide the custom ticket field by inserting the field ID in the Hidden section as instructed in this article. 

    I hope it helps, 
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  • Frédéric

    RichL I'm sorry but this field is not in there that would be too easy !

    anybody or someone at zendesk can help me to hide this field "linked problem"

     

     

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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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  • 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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  • 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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  • Jean-Charles Pascale

    Hi William,

    If I understand correctly, you have a field that is hidden for light agents, but that is also set as "mandatory" for your agents to fill in, therefore preventing your light agents from submitting any changes to the ticket if the field is empty?

    Does this field need to be mandatory/hidden from the light agents?

    The main workaround here that I could see would be to add a warning when a mandatory field is hidden, as we cannot override the field being set as "hidden".

    -JC

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  • Jorge

    Hello all,

    I'm interested in doing the same Hide dropdown form options but for end-users, like I'd like to display 5 options to the end-users but have a 6th option that is only visible to agents, is there any way to achieve this?

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