Installing and using the Ticket Field Manager app

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53 Comments

  • Andrew Paterson

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

    2
  • 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.

     

    2
  • 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.

    1
  • 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!

    1
  • 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

    1
  • Oliver Tietze

    Hi all,

    can we use the App to hide the "TicketSkills" field? There seem to be no documentation of how this field is (internally) named and we don't manage to hide it at all. We don't want Skills to be shown (especially as we currently don't use them).

    Thanks
    Oliver

    1
  • 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
  • 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).

    1
  • 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 ? 

    1
  • 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

    1
  • 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

    1
  • 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

    1
  • 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!

    1
  • Rachel Mooney

    amazing! thanks @...

    0
  • 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.

    0
  • 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?

    0
  • RichL

    Hi Frédéric! I see now...wasn't familiar with this system field.

    Looks like "Linked Problem" will conditionally appear when you choose to label the ticket as an "Incident". I'm not sure what benefits using the Type field would have if you aren't going to use the Linked Problem feature. So you might want to consider just removing the "Type" field from your ticket form(s).

    But if you want to use the "Type" to label tickets as Incidents and not use "Linked problem" you can hide Linked Problem with the ticket field manager app by hiding the field problem:

    0
  • Neil Gloudemans

    Chris Fassano None of my tags have the colons. Do you mean I have to edit the field itself?

    0
  • Neil Gloudemans

    Chris Fassano These items are no longer nested then. That will not work, as the nested items are needed by others, and need to remain nested. 

    0
  • Paul H

    Hi Dave Dyson

    This app is great and I have it working successfully for what we need, I'm just wondering can you have this app hide two or more fields? or does it only hide one field at any one time. 

    I have 5 departments and currently hiding a unique filed from all departments except one department as this field is unique to them. So now only the fee's department can see this form, this works great. 

    I also have another department lets call it the careers department that have a different unique field and I want to also hide this one from every other department also except the careers department. 

    I don't see the option to have multiple hidden forms in this app?

    0
  • Chris Fassano

    Customers in this comment thread might find this feature requests important.

    Deactivate field values instead of deleting them

    Please take a look and upvote if you'd like to see this change added to Zendesk.



    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Jorge, my apologies, I misread your original question. As you've seen, this app is for hiding fields and options from agents. In order to hide dropdown field options from end-users, I think you'd need to use Javascript to find and modify the html text of the page.

    Frédéric, the linked problem field appears automatically when the ticket type field option is set to Incident. If you don't want to see the linked problem field, switch the ticket type to Question instead. For more information, see Working with problem and incident tickets
    0
  • Chris Fassano

    Neil Gloudemans - Yes. If the value has double colons in it to create a nested menu, then you'll need to remove the double colons. 

    0
  • 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. 

    0
  • Dane
    Zendesk Engineering

    Bill Reed,

    This issue will require some investigation on our end. I have created a ticket and one of our Advocates will reach out to you via email. 

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Paul,
     
    You can hide more than one field, but the "Allowed groups for hidden fields" setting does apply to all the hidden fields -- you can't configure that separately for each hidden field, unfortunately. If you'd like, please add your use case as a comment to this post: Ticket Field Manager app - official feature request thread
     
    Thanks!
    0
  • Jorge

    Thank you Dave Dyson, I tried this but I was able to hide the drop-down option from the agent UI only, if I go to our submit ticket page for end-users the hidden option still shows, any ideas?

    0
  • Frédéric

    Dave Dyson thank you for your advice but it's not what I'm looking for.

    I want to keep the type incident but not the linked problem field.

    Thank you.

    0
  • 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! 

    0
  • 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.

    0

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