How to hide dropdown field value in the request form for End User ?

13 Comments

  • Dane
    Zendesk Engineering
    Hi Renaud,
     
    Good day!
     
    A specific field value for a dropdown field cannot be hidden for an end-user. When it comes to fields and forms visibility, it will be all or nothing. 
     
    This is definitely a good feedback that we'll be glad to look into for any possibility to be added in the future.
     
    Cheers,
    Dane
    -1
  • Chris Fassano

    This issue has been plaguing us since we started using Zendesk.

    0
  • Johnny J

    Dane Hi, can this be accomplished by custom coding?

    0
  • Alfredo Navarro

    Hello Johnny,

    If you refer to  drop-downs in the Guide forms that the end-users use, then I have achieved this via custom code. Although it is not so straight forward, I did manage it. It is a solution that works but definitely not supported by Zendesk since this is a customization of the theme in Guide. Is this the use case that you are looking for?

    Regards, Alfredo

    0
  • Johnny J

    Hey Alfredo,

    Alfredo Navarro

    Thank you, yes thats right. On the new request form, we want to show only specific dropdown values to the users based on their orgs. 

     

    0
  • Alfredo Navarro

    Hello Johnny,

    Here is the solution that I have found by coding in the custom theme. Again, this is not an official solution and it is a way that I have found by analyzing the DOM of the form (how it is built and how it behaves). It could happen that if something changes in the standard theme, then it will not work, but well, that's the best that I could come up with

      function hideDropdownOptions(tagsToRemove) {
        if (tagsToRemove) {
          Array.prototype.forEach.call(document.querySelectorAll(".nesty-panel"), function(tagsElement) {
            if (tagsElement !== null) {
              var fieldDisableTagsObserver = new MutationObserver(function(mutations) {
                mutations.forEach(function(mutation) {
                  if (mutation.type == 'childList') {
                    if (mutation.addedNodes.length >= 1) {
                      for (var i = 0; i < mutation.addedNodes.length; i++) {
                        for (var j in tagsToRemove) {
                          var tagElementToRemove = document.querySelector("li#" + tagsToRemove[j]);
                          if (tagElementToRemove !== null) {
                            tagElementToRemove.remove();
                          }
                        }          
                      }    
                    }
                  }
                });
              });
              fieldDisableTagsObserver.observe(tagsElement, {childList: true});
            }
          });
        } 
      }

    The main idea is to observe for changes in the DOM when options of the drop-downs get populated. At that point in time, you can check if this is a tag that you would like to omit, then it can be just removed when building the list of options. It works just with tags and not individual fields, but in any case, tags need to be unique across all drop-down fields.

    Using this as basis, now you can extend it to take the decision and conditionally hide specific tags based on the user's organization (for example).

    I hope that this helps. Definitely this is a functionality that should be out of the box somehow since I think that it is a common requirement. Based on this solution, I have also managed to do "conditional options", e.g. a selected value in a drop-down will hide specific values of other drop-downs, but this is a more complex piece of code since you need to listen on changes in drop-downs of specific fields, but it is also possible.

    If it helps, I can also write this in a dedicated post with further explanations of the approach, but for the moment, happy to share this code snippet here.

    Best regards, Alfredo

    0
  • Johnny J

    Hi Alfredo,

    Thank you very much, and I really appreciate for your help. I am not sure how to make this work, sorry I am not good in coding. Should I update the script with dropdown values or tags. Can you please help?

    0
  • Alfredo Navarro

    Hello Johhny,

    Well, I was assuming that you had some knowledge in coding... basically the code snippet is a function that receives an array of tags to be hidden (across all fields). You would need to include this function in the scrips.js of your custom theme and call it also from there with the list of tags to be hidden. In any case, you would need a developer if you would like to achieve to hide tags based on user's organization and do it more dynamic... basically the code snippet is the building block for further development.

    I hope that this guidance helps.

    Best regards, Alfredo

    0
  • Johnny J

    Hi Alfredo,

    Thank you again, yes,  I will surely try this and I will let you know. I also have another question, hope you can help. Is there a way we can we direct users to two different interfaces but with the same help center URL?

    For example, internal users visits our helpcenter and only elements that are relevant to them are shown. Likewise, for external users, the user visits the same helpcenter url, and only elements specific to them are visible. Is this possible? 

    Thanks in advance,

    0
  • Alfredo Navarro

    Hi Johnny,

    Not a problem, happy to help. Regarding your other question, basically you can define the visibility to articles (and sections I think), then you  can define those that are internal for agents only, the others for end-users. I think that it should be possible and you can do a bit customization in the home page to make it look nice :-). The URL of your help center is always fixed, so I really think that the only way is via these permissions.

    Best regards, Alfredo

    0
  • Johnny J

    Hi Alfredo,

    Apologies if I wasn't clear enough, I mean the visibility of the entire help center must be different for internal end users and for external end users.

    We have built a tiled layout homepage (Tile 1 - Service Requests, Tile 2- Report an issue, Tile  3 - A cloud based platform (for both our internal end users and external end users).

    Both the users will access the same help center URL, but external end users must only see one tile (Tile - 3) as other tiles would be not relevant to them. Is this possible?

    Thanks,

    0
  • Alfredo Navarro

    Hello Johnny,

    OK, I understand. Basically you should be able to control the visibility of tiles based on the role of the user, but definitely you need to code this in the templates of the custom theme to either show a tile or not. This is definitely possible but it requires a bit of knowledge in the development of the custom theme.

    Thanks and best regards, Alfredo

    0
  • Johnny J

    Hi Alfredo,

    That's good news, With basic coding skills I managed to build the homepage, but just trying out to customize the visibility. I really appreciate your time, thank you for all your help and guidance.:) 

    0

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