How to make a custom ticket field not editable for end users



  • Dave Dyson
    Hi Johnny,
    I don't know of a way to do that - perhaps it might be possible via Javascript. In any case, it might be a problem if a user accidentally selects the wrong value (something I know I do fairly often).
  • Johnny J

    Hi Dave,

    Thank you, I am unable to find the exact script in the community posts:(

    And, we also tried hiding the custom dropdown field from users, so they will not have the option to change the value. But the problem is when we apply conditions to that custom field, the other conditional fields don't appear. Is there a way we make the conditional fields visible?

    Any help would be much appreciated.

  • Pulkit Pandey
    Community Moderator
    Zendesk Luminary

    Hi Johnny J

    Can you Please share the live URL of the help center and point me out there which field you want to make disabled.
    It can be done with a few lines of Javascript 

    Thank You 


    Team Diziana

  • Johnny J

    Hi Pulkit, 

    Thank you for helping, we are actually building up the forms in the UAT environment. Can I share the Sandbox URL? Will that help?

  • Kuba
    Zendesk Customer Care

    This is possible using the readOnly operator on the element:

    document.querySelector("#request_custom_fields_yourFieldID").readOnly = true; 


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