Have an option to make fields uneditable from Agents.

8 Comments

  • Sebastiaan Wijchers
    Community Moderator

    Hey Gasper,

    Do you have any development resources available in your company? Because it would probably be very easy to put something together with the ticket.subject.changed event. Not that it invalidates your request!

    With kind regards,

    Sebastiaan

    -1
  • Gasper Jubani

    Hi Sebastiaan,

    thank you for the feedback.

    Unfortunately not. Are you guys using some solution to this already?

    We have recently started using Zendesk and this field is really a pain for us as is so easy to add anything on it without even noticing that you have done it.

    Kindest regards,

    Gasper

    0
  • Sebastiaan Wijchers
    Community Moderator

    I've done something like this with the brand field, but not yet with the subject field. Drop me a message at sebastiaan@codecairn.com, then we can keep this topic for discussion about your feedback/feature request, instead of some technical work-around! :)

    0
  • Dave Kaminsky

    Gasper,  

    There are many requests like already.  I would suggest adding your vote to each and cross-posting this request on each.  Zendesk has responded to many read-only field feature request as "there are not enough customers asking for this" or "we do not see how this will add value to your use of zendesk" type statements. 

    Read / Write Permissions on a field, dropdown, etc is such a common feature to ensure good data hygiene that I was shocked that Zendesk does not have this capability out of the box.  This is part of why I am beginning to re-evaluate the continued use of Zendesk at my organization. 

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Gasper -

    Thank you for your feedback! We always appreciate hearing from our customers.

    As Dave mentioned there is an existing product feedback discussion about read-only ticket fields for agents and you're welcome to add your comments and vote to that thread. If you do, I encourage you to provide some additional detail about your use-case (i.e. how this fits into your workflow and what kind of impact it has on your business).

    The product team is not currently working on this request as they have fully committed all of their resources to other projects in 2019, but we are continuing to collect use-cases that can help them if and when they decide to revisit ticket fields.

    0
  • Angeli Ho

    when i click on the read-only ticket fields for agents above, it says i am not authorized on this page

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Sorry about that, Angeli! I've fixed the link and you should be able to access the one in my previous comment now.

    0
  • Dave Kaminsky

    This has been a feature request placed many many times. With the new Zendesk <-> SFDC sync coming shortly this is critical to have the ability to mark a subset of Org and Contact fields as Read Only.  The lack of this functionality will lead to data hygiene issues in the two systems. 

     

    EG 1:  The Agent changes the Org Name in Zendesk to the customer DBA Name, this then triggers the legal name in the SFDC Account record to be changed to the DBA, which for accounting purposes is not valid. 

    EG 2:  The Agent changes the name of a End-User to Bob Dobbs, as that is Robert Dobbs' perfred name.  Now SFDC has  Bob Dobbs and any contracts that are automatically generated and sent to Mr. Dobbs are not valid in as they do not have the signatories legal name. 

     

    EG 3: An org record has a custom field for "Assigned Account Manager" that syncs with SFDC Account Owner field.  The Agent changes the value in zendesk for some reason, then the Account record in SFDC is updated and the account manager has "lost" the account and it no longer shows on her revenue reports or tasks of customers to send renewal notices too.  

     

    PLEASE HONOR THIS FEATURE REQUEST.  this is not a training agents issue, this is a data hygiene and consistency issue.  This will only get worse for larger customers that integrate Zendesk via IPAAS or middleware. 

    3

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