18 Comments

  • Jamie Byers

    +1

    0
  • Michelle M.

    +1

    0
  • Cameron D.

    Yes! We have custom fields autofill (e.g. OS, IP address, or location) that would never manually be changed by an agent, but they look and act like any other editable field. Making these read only and greyed out would be helpful for agent workflow where every field seems equally important.

    0
  • Bonnie Schofield

    We'd love to be able to display dynamic content text on the new ticket form for our end-users. I don't want to have them interact with the ticket field, just have the text be displayed as instructions. Adding dynamic content to a ticket field requires the end-user to edit the field in some way.

    1
  • Cameron D.

    @Bonnie finding a need for that as well. At the end of a Conditional Field chain, once a user has chosen something like "Forgot Password" we'd like to be able to provide instructions.

    A read-only text field option would be the perfect addition.

    1
  • Kurt Pinoy

    +1

    0
  • Nick Haddad

    This is the next step to allow admins to provide a really fleshed-out end-user experience when completing forms. With read-only fields, the form can be more dynamic and allow the end-user to verify information that cannot be changed for security purposes or data integrity.

     

    +1 for this.

    1
  • Sergio Anarte

    +1

    1
  • Nicole - Community Manager

    Hey Sergio - 

    Please be sure you've used the voting buttons on the OP or comment you're trying to up vote. Also, if you can share details about your use case, that's helpful.

    0
  • Mindaugas Verkys

    Would be very useful option. For example specific information that only at admins level it should be edited. Unique numbers, extensions, and etc.. Even better should be fields customizable by agent Role.

    0
  • Amino Assistant (Larry)

    Agreed, I'm hoping to create a time and date field that captures specific events during the ticket using an automation or trigger.

    It would help to know when a ticket is tagged with a specific tag. It'll help create more accurate measurements related to date and time outside of it's creation and it's closure.

    1
  • Charlie

    Agreed - this would help me programmatically populate data on certain ticket fields from other sources, without risking the user then changing said field

    1
  • Susan Maher

    This seems to be a basic feature of any software product.  It has been opened since 2013!  Any idea if it will ever be considered for implementation?  Otherwise we are wasting our time here.  Thanks

    1
  • shane

    My company also would have a great use for this as we have highly customized platforms that need data linked to tickets in zendesk. Unfortunately if we try to do so the agent can just change whatever value was set making the effort not worth the risk leaving us with no way to accommodate a clean workflow without making a custom app just to display one or two pieces of data to the agent.

    Hopefully this is something that they will add but given it has been 5+ years without even a hint that they may work on it I am doubtful.

    0
  • Matthew Roberts

    There are other products out there that do this... considering other options.

    0
  • Elizabeth Toy

    I came here looking for a similar use case as Larry. I was hoping to add some read-only fields to capture date and time information about particular events (when a bug was passed on to our Engineering team, etc.) to use in reports on timeframes within the ticket in addition to created and solved. Especially when it's work that's passed on / outside of the assigned agent's hands, it's important to know with which team the majority of time is being spent.

    0
  • Justin Rodino

    Is there any further movement on this by chance? It seems there are multiple threads about this request with lots of data points, yet no concrete reply from the Zendesk team themselves. It'd be a great feature to add, especially seeing as it's been requested for over 5 years now in multiple threads by multiple individuals and furthermore more time has been spent discussing it by moderators than it would have actually taken to code :D

    0
  • Thomas Verschoren

    Justin,
    There’s currently an app submitted by us to the Marketplace that does exactly this. Should be available
    Soon.
    Contact me at Support@premiumplus.io for more info.

    0

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