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Hiding ticket fields from agent groups

  • November 8, 2017
  • 4 replies
  • 0 views
H

Say you have multiple teams that are using Zendesk to handle different types of requests from the same pool of customers. These requests have different ticket forms, collecting different information to go into custom ticket fields. Many custom ticket fields that are relevant to one team are not relevant to the other teams.

Is there a way to hide certain custom ticket fields (or blank custom ticket fields) from specific agents or groups of agents? This functionality is referenced in a tip in this official support article , however the link it points to  gives me an "oops, not authorised" error.

Any advice would be appreciated, cheers!

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    4 replies

    Nicole17
    • Nicole17
    • November 10, 2017

    Hey, Harry!

    Thanks for letting us know about that broken link. I've pinged our documentation team to fix that. The reason you received the error message is that thread was archived as it was about a previous version of our products, and no longer relevant to the current system. 

    I'm going to ping a few folks to see if anyone might have an answer for you. In the meantime, I see that this is your first post - I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

    We look forward to seeing you around the Community. Happy Zendesking!

    Jacob20
    • Jacob20
    • November 13, 2017

    Hi Harry,

    You should be able to hide custom fields based on the selection in another field using the Conditional Fields App - provided your account plan allows for that. Or maybe simply using multiple forms that only have the relevant fields on them.

    Hope that helps you somewhat.

    H
    • Harry18
    • Author
    • November 13, 2017

    Thanks for the responses Nicole and Jacob. I ended up contacting support and received a response indicating that, in situations where multiple ticket forms are used with different custom fields on each form, when an agent views a ticket, the agent won't see ticket fields in their interface that were not present on the form used to submit said ticket. This resolves my question fully :)

    Nicole17
    • Nicole17
    • November 13, 2017

    Hey Harry - 

    Glad to hear you got the answer you were looking for - thanks for letting us know!

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