Read only ticket field for agents

This would be super helpful. We're using the Zendesk app called Ticket Field Manager to hide or make fields read-only today and it's working for us to some degree. We've created dummy groups so we can assign some agents, leadership and Admins to be able to see or edit those fields. We like the app because it also lets us hide values within a field. The issue we haven't solved for is when you have multiple forms. We can't have a field hidden on one form, but viewable on another.

4 years and this is still not available?  We have system fields we want to set with a trigger and do not want the agents to change.  This should have been delivered day 1. IMHO

This is not planned for 2024 but we'll continue to monitor and prioritize against other asks. Thank you all for providing feedback. 

We also really need this! We have a bunch of data that we're managing externally and displaying in Zendesk and it's both highly risky for end users to make updates and it's also WILDLY unintuitive to them that they shouldn't make updates to these fields. It's stunning that this isn't supported.

Note that the app developed by Zendesk is NOT covered by the BAA, which disqualifies its use by any healthcare entity.

+1 would LOVE to see this feature. We have endless use cases for needing read-only ticket field for agents. I'm also in the healthcare space, so the inability to use the app also applies. 
 

Had to install the Hide Ticket Fields app by Sweethawk from marketplace to get an option to hide fields from agents.

Hi @regina13 ,

We have developed a free app called Disable Ticket Fields App which provides the ability to disable fields on a per form basis.  Please feel free to give it a try here and see if it can help out with your use case.  Feedback is welcome!

Cheers ~~

The fact this is not native functionality in 2026 is wild.  Having to use an app to modify field conditions like this is so clunky, it's difficult to adjust, the ap UIs for making the changes are difficult to navigate and require a lot of manual auditing. 

I have bee using the Ticket Field Manager App which works well but it complicated to use! Native support would be amazing! 
Ticket Field Manager App Integration with Zendesk Support