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.
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Installation
You need to install the Ticket Field Manager app from the Zendesk Marketplace.
To install the app
- Visit the Marketplace, then use the search bar to search for the Ticket Field Manager app.
- Click the app's icon to go to the app's info page.
- Click Install in the upper-right of the page.
- Select your account and click Install.
- 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.
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"}]
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.
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.
Release notes:
Version 2.2.0 - 2020-08-05
- Created allow list for hidden drop-down options
97 comments
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"
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
Frédéric
Thank you but I only want to hide the field "linked problem" that's it.
0
William Grote
Hi @...
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?
0
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
0
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?
0
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
0
Neil Gloudemans
Chris Fassano None of my tags have the colons. Do you mean I have to edit the field itself?
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
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
Bill Reed
Does anyone know what this error means? "Cannot read properties of null (reading 'map')"
1
Dane
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
Olli
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
Afabio Junior
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,
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.
1
Paul Hughes
Hi @...
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
Dave Dyson
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
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?
0
Dave Dyson
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).
0
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
0
Jorge
Thank you @..., 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
Dave Dyson
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
Frédéric
@... 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
Dave Dyson
Hi Frédéric, you might want to look into the Custom Ticket Statuses EAP as an alternative then.
0
Matan Arik
Hey, if I hide a custom field in my form from agents.
Will macro actions using those fields still apply?
0
Gabriel Manlapig
It should still recognize Macro actions, either adding or removing using those fields. The expected behavior is to hide the custom fields, but not to hinder its functionality. I hope this answer your question. Thank you!
1
Julius von PaulCamper
Hello! Is it possible with the Ticket Field Manager-App to configure a field in a way that it is mandatory to be completed for one group, but not for users of another group or that this specific field is only shown to one group and doesnt affect the form for all other groups?
I know I can do it with a separate form, but the upgrade for this single purpose doesn't seem appropriate.
1
Marcelino Zarate
Hi all! Is possible to use this app to make a text field, a "clickable" url? I have an url on text field, but i want to make it clickable, as a truly link.
Thanks a lot!
0
Maddie F.
Hi! We can't seem to hide drop-down Form options as this article suggests we can:
Available ticket fields
Some available ticket fields include the following:
We have tried using the following arrays:
[{"name": "form", "value": "FORM NAME"}]
[{"name": "ticket_form_id", "value": "FORM NAME"}]
[{"name": "form", "value": "FORM ID"}]
[{"name": "ticket_form_id", "value": "FORM ID"}]
[{"name": "ticket_form", "value": "FORM NAME"}]
[{"name": "ticket_form", "value": "FORM ID"}]
[{"name": "ticket_form_id", "value": FORM ID}]
However, none of these work. What should we use here?
1
Karim
Hello, I'm trying to hide the status "pending" but it's not working.
I have put :
[{"name": "status", "value": "pending"}]
In the "Hide dropdown form options" field.
Am I doing something wrong ?
Thank you.
1