Custom form fields disappear for 'Agent only' forms

3 Comments

  • Serge Payette
    Comment actions Permalink

    @Paul, 

      From MANAGE / "Ticket Fields" you should be able to decide for each fields if they'll be visite to End-users and, if so, if End-users can edit them or not:

      Is this something that could be useful to you ?

    Rgds

    Serge

    0
  • Paul Middleton
    Comment actions Permalink

    Thanks, @Serge. I do want the field to be visible; I don't want it to be editable. I only want the field to appear on the 'Order' ticket form; I don't want that form to be submitted directly by End-users (just the API).

    When I set things up like this, the ticket is created by the API using the 'Order' ticket form, but the field is not visible when the customer views the ticket via Help Center > My Activities, _unless_ I make the Ticket Form visible to End-users.

    If I do that, End-users have the option of manually submitting 'Order' tickets, which I don't want.

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Paul!

    When you're on the Enterprise plan, you have the ability to hide your ticket forms based on user Organization. You can find more information this here: Hide ticket forms based on user's organization (Enterprise).

    Please let me know if you have any other questions!

    0

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