Installing and using the Ticket Field Manager app

The Ticket Field Manager app allows an administrator to quickly hide, require, and disable certain ticket fields and drop-down options in the Zendesk Support agent interface.

This article contains the following topics:

• Installation
• Configuring the app
• Using the app
• Release Notes

Related articles:

• Zendesk Support placeholders reference

Installation

The Ticket Field manager is installed from the Zendesk Marketplace.

To install the app

1. In Zendesk Support, click Admin (), then select Apps > Marketplace. Enter "Ticket Field Manager" in the search bar at the upper right of the page.
2.  Double-click on the Ticket Field Manager app icon, and click Install.
3. In the Installation section, enter a name for the Ticket Field Manager app, and enable group and role restrictions if required. These configuration options are also available after installation by navigating to  Admin > Apps > Manage.
4. On the app details page, click Install.

Configuring the app

Once the app is installed, you can go into Admin > Apps > Manage, click the gear icon on the Ticket Field Manager app, and 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 a custom ticket fields, use the field ID except when specifying hidden dropdown field options which uses 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 dropdown options: A comma separated list of group IDs that do not have any hidden options in dropdowns applied.

• Hide dropdown form options:  Hide options for a given dropdown field.  The format is [{"name": "type", "value": "problem"}],  or for custom fields [{"name": "custom_field_3600152073", "value": "brushed_silver"}].  Note: When setting the value, you need to use the tag of the pull down option.  When editing the pull down options in the ticket field if you click on "Show tags", you will see the tag value that will need to be used. Also, this feature only works for hiding options from dropdown field types and is not available for multi-select field types. 

To hide multiple dropdown values including those in the same field, use the format as shown in the following example.

 [{"name": "type", "value": "problem"},
 {"name": "custom_field_360015592073", "value": "diamond"},
 {"name": "custom_field_360015592073", "value": "nickel_plated"},
 {"name": "assignee", "value": "387300360473"}]

Notice that the name must be listed with the name and value for each option to be hidden, even for options in the same dropdown field. 

Available ticket fields

Some available ticket fields include the following: 

• requester
• assignee
• collaborator
• sharedWith
• status
• ticket_form_id (the ticket form dropdown)
• tags
• type
• priority
• problem
• custom field

For a complete listing of available fields for use in the form settings, see Zendesk Support placeholders reference.

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 Required Form Fields.  In this example, this includes Assignee, Tags, Type, and Priority.

If option in dropdown fields were hidden, you'll see that those options no longer appear for those roles and groups.

 

Release Notes:

Version 2.2.0 - 2020-08-05

• Created allow list for hidden dropdown options