Creating a custom app get around entering text in "subject" or "description" system fields.

Hey Andrew, 

I'm afraid you won't be able to achieve what you're looking for here. There are 3 things that are required to create a ticket in zendesk. They are system requirements:

1. email address
2. subject
3. description

There is no way to create a ticket inside Zendesk without these 3 items. The only way you can come close to this, would be to create a ticket with an internal note to start with, instead of a public comment, however that us something which the agent can only initiate, not the end-user.

Will this not work? @amie11

Zendesk Apps Framework (ZAF) can be used to create custom ticket forms and enhance the functionality of your Zendesk instance. However, Zendesk does not provide a straightforward way to remove the "subject" and "description" fields from the default ticket form through the UI alone.

To create a custom ticket form and modify the behavior of these fields, you might need to use ZAF or develop a custom app. Here are some steps you can consider:

Using ZAF (Zendesk Apps Framework):

1. Create a Custom App:
• Develop a custom Zendesk app using the Zendesk Apps Framework.
• Define the structure of your custom ticket form within the app.
2. Modify Ticket Form:
• Customize the form to exclude the "subject" and "description" fields if they are not needed.
3. Install the App:
• Install the custom app in your Zendesk instance.
4. Configure Ticket Forms:
• Configure Zendesk to use your custom app and ticket form.

Alternative Workaround:

1. Hide Fields with JavaScript:
• Use JavaScript to hide the "subject" and "description" fields on the default ticket form. Keep in mind that this is a client-side solution and might not be as robust as using ZAF.
2. Set Default Values:
• Set default values for the "subject" and "description" fields to minimize the need for users to input text.
3. Use Triggers:
• Create triggers in Zendesk that automatically populate the "subject" and "description" fields based on specific conditions. This way, users might not need to interact with these fields directly.

heya, 

You can certainly hide the fields inside the theme code of your help centre, however even hiding them still requires you to input a default value. It also only hides them for the end-user and not the agent on the Zendesk side. 

Secondly, there are no actions inside a trigger to be able to populate the subject and description in general. You can only do this via a webhook using the API/Json to do this.