Is it possible to hide specific fields based on a role?

8 Comments

  • Eduardo Cunha

    I know that there is app's inside zendesk Marketplace, for example: https://www.zendesk.com/marketplace/apps/support/358944/field-conditions/?queryID=2f9f54e20abef583204b87cf43448acd

    This app is paid, but it seems to do exactly what you described.

     

     

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  • AJ Sneed

    I would love to have this as native, instead of having to pay for an add on app. Not sure why it hasn't been part of development before now. 

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  • Alina Wright
    Zendesk Product Manager

    Hi, this is something we're exploring doing. Can you all tell us more about the use case? SLA's, satisfaction score, what else? Would you prefer Zendesk fields or custom fields? User fields or ticket fields? Tell me more!

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  • AJ Sneed

    Hey Alina,

     

    We have several departments/sub groups in depts that use zendesk, but do not need to see all forms/fields for each other in the brand. It would speed up their workflow, if we are able to filter out from the views and or fields from each other on similar tickets. 

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  • Alina Wright
    Zendesk Product Manager

    AJ Sneed - got it. Can you get specific on the types of fields you'd prioritize hiding based on role?

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  • AJ Sneed

    Sure! We're a tech company so keep that in mind when thinking about these fields. It would be great to have specifically on the custom fields, but I'm sure the standard fields would be beneficial as well. 

    Our finance dept is a great example, they have a lot of fields that help them track collections/fees etc, that we do not want to let the other depts see for clients. 

    Additional troubleshooting information for specific groups (ex. phone information, app version, etc.on custom fields) would need to be seen on a higher level group for troubleshooting vs. basic questions for a lower level group. They use the same form types so we can track the type of information, but they do not necessarily need to have all of the fields as part of their workflow to fill out because it makes the form rather long when they don't need it to be for their group. 

    I am happy to meet and discuss if you need more specifics regarding how we use Zendesk. I know our Customer Success Advisor is definitely on her toes for us. 

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  • Shawna James
    Community Product Feedback Specialist
    Thank you for providing this additional context AJ! This is super helpful for our teams. 
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  • Alina Wright
    Zendesk Product Manager

    Aj, super helpful! 

    Here's my link to schedule a user interview. We're not quite at the stage you're needing yet so maybe a bit premature, but would love to chat with you! 

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