Hi everyone!
I haven't been able to find an answer to this question and I'd love to see if anyone could assist.
We are trying to figure out how to hide certain Forms in the dropdown on the agent view from Light Agents. We only want to present certain Forms to Light Agents when they are creating a ticket.
I've found resources on hiding Forms from the end-user view, but I haven't found anything similar about the agent view - is anyone familiar with this?
Hi Tipine,
The problem here is that we cannot seem to hide Forms using the Ticket Field Manager application. Here's a link to the issue we're facing: https://support.zendesk.com/hc/en-us/articles/4408893441818?page=2#comment_5286338861210
Tipene,
I am trying to hide certain Forms in the Form dropdown, so a standard field. I've tried using the structure defined in the article here, but it is not working:
Okay, I'm with you now.
The Ticket Field Manager app cannot be used to hide entire forms from the UI dropdown options, only the fields which are contained within the forms. To conditionally present forms to your agents, you'll want to take a look at using contextual workspaces. Here's a link to the docs which go in to more detail:
https://support.zendesk.com/hc/en-us/articles/4408833498906-Setting-up-contextual-workspaces
Ah, okay, that's a bit misleading then as it's mentioned explicitly that the ticket Form dropdown can be used. Can this article be updated then to explicitly state that the ticket Form dropdown cannot be used? https://support.zendesk.com/hc/en-us/articles/4408893441818
Unfortunately, contextual workspaces don't really help here as we are trying to limit access to certain areas
[{"name": "ticket_form_id", "value": 1234}]. Note: the form ID needs to be an integer, not a string.Tipene,
Unfortunately, that does not work. It throws a configuration error and instructs me to check the console, but there are no associated error logs. I've made a note of the formats I've tried here: https://support.zendesk.com/hc/en-us/articles/4408893441818/comments/5286338861210
"name" property, the value of which in this case will be a string "ticket_form_id". The object should also have a "value" property, which in this case should contain an integer value that corresponds to the form ID you've retrieved in step 1. Here is an example of how that should look all together: [{"name": "ticket_form_id", "value": 1234}]Tipene,
Strange, I've used this same format before but it's working now! Thank you for your help here!
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Is the dropdown option you are trying to hide a part of a custom field, or a standard field? That will determine the "name" you'll need to set on the object i.e
"name": "status"vs"name": "custom_field_1234". The "value" you need to set on the object corresponds to the tag that is assigned to the field value when creating the dropdown field. You'll be able to find the tag by clicking in to the specific field you're wanting to update, in admin center.Let me know if you have any questions.
Tipene