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Hiding Form Options from Light Agents
Answered
Posted Jan 06, 2023
Hi everyone!
I haven't been able to find an answer to this question and I'd love to see if anyone could assist.
We are trying to figure out how to hide certain Forms in the dropdown on the agent view from Light Agents. We only want to present certain Forms to Light Agents when they are creating a ticket.
I've found resources on hiding Forms from the end-user view, but I haven't found anything similar about the agent view - is anyone familiar with this?
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12 comments
Tipene Hughes
One approach you could take here is creating a group for your light agents and then using the Ticket Field Manager app to control the visibility of form fields to the group. Here's a couple of articles that go in to more detail about groups, and the Ticket Field Manager app:
Tipene
0
Maddie F.
Hi Tipine,
The problem here is that we cannot seem to hide Forms using the Ticket Field Manager application. Here's a link to the issue we're facing: https://support.zendesk.com/hc/en-us/articles/4408893441818?page=2#comment_5286338861210
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Tipene Hughes
Is the dropdown option you are trying to hide a part of a custom field, or a standard field? That will determine the "name" you'll need to set on the object i.e
"name": "status"
vs"name": "custom_field_1234"
. The "value" you need to set on the object corresponds to the tag that is assigned to the field value when creating the dropdown field. You'll be able to find the tag by clicking in to the specific field you're wanting to update, in admin center.Let me know if you have any questions.
Tipene
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Maddie F.
Tipene,
I am trying to hide certain Forms in the Form dropdown, so a standard field. I've tried using the structure defined in the article here, but it is not working:
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Tipene Hughes
Okay, I'm with you now.
The Ticket Field Manager app cannot be used to hide entire forms from the UI dropdown options, only the fields which are contained within the forms. To conditionally present forms to your agents, you'll want to take a look at using contextual workspaces. Here's a link to the docs which go in to more detail:
https://support.zendesk.com/hc/en-us/articles/4408833498906-Setting-up-contextual-workspaces
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Maddie F.
Ah, okay, that's a bit misleading then as it's mentioned explicitly that the ticket Form dropdown can be used. Can this article be updated then to explicitly state that the ticket Form dropdown cannot be used? https://support.zendesk.com/hc/en-us/articles/4408893441818
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Maddie F.
Unfortunately, contextual workspaces don't really help here as we are trying to limit access to certain areas
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Tipene Hughes
I've looked in to this in a bit more detail and it is actually possible to use Ticket Field Manager app to hide the form for Enterprise accounts only, which it appears that your account is. With that being the case, you'll just need to use the form ID as the value entered in the settings of the app i.e
[{"name": "ticket_form_id", "value": 1234}]
. Note: the form ID needs to be an integer, not a string.Apologies for any confusion! We'll look at making updates to the docs on our side since I agree that it's a bit ambiguous.
I hope this helps! Let me know if you have any more issues.
Tipene
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Maddie F.
Tipene,
Unfortunately, that does not work. It throws a configuration error and instructs me to check the console, but there are no associated error logs. I've made a note of the formats I've tried here: https://support.zendesk.com/hc/en-us/articles/4408893441818/comments/5286338861210
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Tipene Hughes
1) Check that the correct form ID value is being used in the app settings. You can find the form ID by following either of the below articles:
3) Ensure the format of the data entered in the hide dropdown form options field is correct. This should be an array containing 1 or more objects. Each object should have a
"name"
property, the value of which in this case will be a string"ticket_form_id"
. The object should also have a"value"
property, which in this case should contain an integer value that corresponds to the form ID you've retrieved in step 1. Here is an example of how that should look all together:[{"name": "ticket_form_id", "value": 1234}]
4) After entering the details in the app settings and saving any changes, reload the Zendesk UI page.
If you continue to have issues after following these steps, please send me a screenshot of any errors you are seeing.
Tipene
0
Maddie F.
Tipene,
Strange, I've used this same format before but it's working now! Thank you for your help here!
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Tipene Hughes
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