Hide Ticket Fields on Agent Side

Hi Chris,

I have implemented this before - are you using forms? Because you can have fields exist on a ticket but not visible if they are not on the form for the agent. 

Yes ... we are using Enterprise and everything uses forms ... I'm not sure how we wouldn't use them.

If a custom ticket field exists but is not on a ticket form, and a trigger modifies it on a ticket using that ticket form, does that custom field still exist and store data for that ticket?

Even so, that seems a bit counter-intuitive to other administrators. I think an app that hides ticket fields from agents would be more transparent (at least to the admins).

All the fields exist for every ticket - the form simply reduces which fields are visible. 

An app might work, but might be a tad more tricky to configure. 

We've recently released a free app that makes hiding ticket fields used for reporting or other internal purposes much easier: Hide Ticket Fields on the app marketplace.

Hi Vincent, 

Happy to see that we are not the only ones with the issue of "hiding ticket fields" in the agent perspective of the site.

However, we were trying to find or code a script to hide only the empty ticket fields, as we have different kind of requests (each of them with different ticket fields). 

Currently every single ticket/request is showing every ticket field available showing empty fields that obviously we don't need for certain tickets.

Hope I explain the situation well.

Thanks for the help! :) 

Cristobal, Zendesk has a feature called Ticket Forms for the purpose of creating different ticket types with distinct lists of ticket fields, available on the Enterprise plan. When on the Enterprise plan you can also install the Conditional Fields app which offers even finer control of when to display which field.

Thanks Vicent for the quick reply.

We have the enterprise plan and we are using Conditions Fields app.

We have 3 different forms and in each of them different fields.

The forms work perfect and the end user side looks perfect. My question is related to the agent side when the tickets are created using different forms, all the agents can see every field created for the 3 different forms in every single ticket, even the fields that the form doesn't use.

That's why we were texting your app for this proporses and it helps a lot. The only issue is that if we hide the fields with your app, it will hide the fileds for every form with no excluding fields with or withour information.

I will like to find a solution that only hides (in the agent side) the fields that are empty with no information depending of the ticket.

Thank you.

Hope I explain myself.

Hi Vincent, 

We are using Conditional fields as well as ticket forms and they work a treat on the help center.

However, the issue is when the ticket is view on the agent interface, we can see the fields that were shown in the form as well as all other (empty) fields from other forms. 

I did use conditional fields as a condition for the agent, however, I am still seeing all other fields. 
Is there a way to hide empty fields from the agent interface? 

"we can see the fields that were shown in the form as well as all other (empty) fields from other forms" --> I think you should just remove the redundant fields from the tickets forms where you don't need it. Sorry I can't be more helpful than this without knowing more detail. I think it's best to speak to your Zendesk account manager.

If you do want to hide ticket field when they have no data you could build a simple app for this, but it seems to me that's solving the symptom of a problem, not the problem itself.

Thanks Vincent. If i remove the redundant fields then the user is only able to select certain options rather than others.
You think we can get access to the source code of the app you create so that we can make a simple change to it and publish it locally on our instance?

Your app idea works differently from the Hide Ticket Fields app in that you would need to obtain the value before knowing whether to hide it. It would be something like this for just one field:

<script>

client.get('ticketFields:ticket_field_123').then(function(data) {

  if (data['ticketFields:ticket_field_123'] == null) {

    client.invoke('ticketFields:ticket_field_123.hide');

  }

});

</script>

You'll also need a handler on when the form changes you so can rerun the code. May I suggest that if we can help further to contact me privately? support@sweethawk.co

Hey Massimo, have you managed to hide those empty fields in the end?

we're facing the same issue !

Julien

Hi Julien,

If you're experiencing similar issues it may be worth reaching out directly to support@sweethawk.co if you're using their integration.

Hopefully they can point you in the right direction :) 

Cheers!

Hey, Massimo, Brett et al,

In the end I've managed to hide these blank conditional fields following the solution provided here: https://support.zendesk.com/hc/en-us/community/posts/203081733-Hide-Empty-Fields-in-my-Activities-Page

Does the job! only for the end-user though...

Does anyone know of a solution/workaround to hide or deactivated ticket field "values"?  Atlassian JIRA allows it for the components field, but we don't allow it for any of of our ticket fields.

My use case is I utilize a secondary ticket field for account name, and I'd like to deactivate values as clients leave us, but still want to retain the value in case they come back.  Thoughts?