Hide end-user fields

Hello Jhoan, 

Unfortunately, at this time there is no way to hide user fields from agents. If you have an Enterprise account you can create a custom role that restricts your agents from being able to edit user fields by giving them "read only" permissions as described here: Creating custom roles  but there would still be no way of hiding those fields from all your agents. 

You can hide ticket fields though using the hide ticket fields app: Hide Ticket Fields. I wanted to mention that as that may be something you could consider if it is compatible with your workflow. 

I've taken a look in our Product Feedback discussions but was unable to find an existing discussion that addresses your need. Since that forum is the primary channel used by our Product Management team and other Zendesk users to discuss possible new features and suggest workarounds, I highly encourage you to post your request there. I also recommend subscribing to the article so you'll be updated of any further comments. We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

Thank you for your question and I hope this information is useful. 

Hello, I agree, although I have spoken with a support person of zendesk and he has indicated to me that this functionality is possible to develop it with the V2 framework.

I have not found in the documentation of the framework how to develop it, but the support staff told me that it was possible.

Do you agree with that? or do you think that this functionality can not be developed with the v2 framework?

Hi Jhoan,

The Zendesk Apps framework can let you do a number of modifications to the form that an agent sees, including hiding a field. But as mentioned, this requires custom coding. By creating a custom app, you can show or hide user fields or ticket fields.

Know that this would be a custom, private app that you would have to write and maintain. This sort of work is beyond regular Support scope, but the Apps framework community could be a resource for you. I'd also recommend reviewing Extend Zendesk products and Choose Your Own App Adventure for additional reference material.

All that said, here's also a sample, demo-only app that may be good for reference if you pursue this custom code path: demo_app_hide_field_based_on_tag

Hope this gets you going!

Okay, I'll be reviewing, thank you very much for the support.