Hiding the Form Field and the Brand Field for all agents?

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6 댓글

  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member - 2022
    Most Engaged Community Member of The Year - 2021

    Hey Paul H, you can use JS to hide these fields from the agents.

    Check the user role and then hide the field.

    Thanks

    0
  • Paul H

    Hi Ifra Saqlain

    Thanks for coming back to me, I'm currently hiding Subject and description in my JS now, do I do this by following the same method?

    Because I cant see the form field or brand field anywhere in the admin center I don't even have a tag name to reference it in the code?

    Any ideas how I can do this?

    0
  • Shayan Moussawi

    If you are willing to use another app on top: I recommend the Hide Ticket Fields app. It allows you to hide even the Brand and Form fields. Apart from that, there seems to be some documentation on how to hide the Form field in the Ticket field manager app:

    https://support.zendesk.com/hc/en-us/articles/4408893441818-Installing-and-using-the-Ticket-Field-Manager-app

    0
  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member - 2022
    Most Engaged Community Member of The Year - 2021

    Hey, 

    If you want to hide the form field for the agents then you can do like this:-

    i). Check the value of anchor tag href and then hide the field fro the agents.

     $(document).ready(function () {
       
      if (HelpCenter.user.role=="agent") {
        
        $("#new_request .list-group.list-group-flush > a[href$='/hc/en-ie/requests/new?ticket_form_id=5550474712860']").css("display", "none");
        
       }
       
    })




    Screenshots for the same:-


     

    ii). Copy the href value from the anchor tag.

     

    iii). Paste in the code as I did.

     

     

     

    If this is not what your want then explain something more :)

    Thanks

     

     

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  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member - 2022
    Most Engaged Community Member of The Year - 2021

    And if you want to hide the dropdown field on specific forms then you can do like this:-

     

     

    i). Go to your form where you want to hide the dropdown field for the agents.

    ii). Check the form ID and then check the user role Agent  and hide that field.

     $(document).ready(function () {
       
      if (HelpCenter.user.role=="agent") {
        
        if (window.location.href.indexOf("new?ticket_form_id=5550474712860") > -1) {
          
        $("a.nesty-input").css("display", "none");
          
        }
        
       }
       
    })



    Screenshot for the same:

     

    iii). Copy the form ID from the search-bar.

     

    iv). Paste it into the code.

     

    Now your dropdown field would be hidden from the agents.

     

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  • Paul H

    Hi Ifra Saqlain,

    Thanks for all the information, what I was trying to do was hide the form field and the brand field in the attributes when looking at a ticket. So if you see the ticket below, the form field is showing here, and as we don't use it or need to see what form was filled in I wanted to remove this or hide it. Maybe this is not possible?

    0

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