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Ticket Form restriction for the apps
已于 2023年8月03日 发布
Hello,
We have come into an issue where apps installed in Zendesk are used in the ticket where shouldn't.
As there is a possibility to restrict this to groups or roles (so user-based) we need to restrict this to Ticket Forms.
In our case, we got an app that should be used in 2 forms (out of 10), cause the app is updating specific ticket fields. Those fields are available only in those two forms, in the rest of form they are not added.
Unfortunately, our agents use the app on the tickets that aren't in those two forms. This makes updates in the fields that are not available, but our scripts/API calls see all of the ticket fields and our processes failing due to the fact those fields are fulfilled.
The Ticket Form restriction on the Zendesk apps page would be helpful to have the app available specifically to the ticket itself, as the agent should be able to use the app, but only in a few ticket forms, not all of them.
Thank you
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1 条评论
Mark Leci
WRO Jacuk-Zurak, Marta I think the best solution here is the ticket field manager app. This is a free Zendesk addon that allows you to hide fields from certain agents. That should help because then you can add the ticket fields to the form, and hide them from agents but the app will still have access.
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