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
Afabio Junior
I've created a ticket on your behalf so we can investigate your issue further. Please check your email for more information. Thanks! And, speak soon!
Cheers,
0
Joshua Bentley
I'd like to request an update to the on-page instructions that makes it more plain what enabling the role and group restrictions do.
At the very least I'd like to request an update to the instructions in this article that clearly outlines what they do:
Apparently, enabling these and putting a role or group in those fields mean that the settings will only apply to that group or role. That is counterintuitive in the context of the other settings and instructions.
0
Gouthami Munugoti
Hi there,
I wanted to make Read-only option for one custom field on form for all the groups.
I have tried but it is not working
0
Ulises
Not sure if anyone else is experiencing issues, but I have read only fields and hidden fields configured in the app but they are now showing up like normal fields.
I tried changing the configuration but had no luck. Just noticed this today, not sure how long it has been going on for.
0
Arianne Batiles
Hi Ulises
I am creating a ticket where we can continue to discuss this privately. Please check your inbox for my email. Thank you!
0
Kris Parker
I am also having troubles getting this to work to hide Ticket Forms from my agents.
I am using the following JSON array in the “Hide dropdown form options” field:
[
{"name": "ticket_form_id", "value": "1234"},
{"name": "ticket_form_id", "value": "12345"},
{"name": "ticket_form_id", "value": "123456"},
{"name": "ticket_form_id", "value": "1234567"}
]
I am ensuring the right IDs are listed for the forms I am attempting to hide. I am also selecting all roles in the roles restriction, but I've tried it without role restrictions as well.
What am I missing?
1
Nate Koterba
Does anyone at @zendesk maintain this application?
I have a bug to file as well as some questions around the application.
I've resorted to writing our own custom application to overcome the shortcomings of this app.
1