TheTicket Field Managerapp allows an administrator to quickly hide, require, and disable certain ticket fields and drop-down options in the ticketing interface. This app only works with ticket fields.
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Installation
You need to install the Ticket Field Manager app from theZendesk Marketplace.
To install the app
- Visit theMarketplace, then use the search bar to search for the Ticket Field Manager app.
- Click the app's icon to go to the app's info page.
- ClickInstallin the upper-right of the page.
- Selectyour accountand clickInstall.
- Configure any app settings as needed and clickInstall.
Configuring the app
Once the app is installed, go toAdmin Center> Apps and integrations > Apps > Zendesk Support apps, hover over the Ticket Field Manager, and click the arrow near the gear icon. Them, selectChange settings.
In the settings, you can configure the ticket field behavior by updating the provided fields and adding a comma separated list of fields. For custom ticket fields, use the field ID except when specifying hidden drop-down field options which use the format fullcustom_field_andID
Note: The list of fields must have a space after each comma.
- Required form fields: Ticket fields that are required when creating or updating a ticket. For example:
field1, field2, field3, 360015591993
- Read-only form fields: Ticket fields that are shown to the user but are not editable. For example:
field1, field2, field3, 360015591993
- Allowed groups for read-only form fields: This is a list of IDs of groups that should not have the read-only restrictions applied.
- Hidden form fields: Ticket fields that should be hidden from the agent when creating or updating a ticket. For example:
field1, field2, field3, 360015591993
- Allowed groups for hidden form fields: This is a list of IDs of groups that should not have the hidden field restrictions applied.
- Allowed groups for hidden drop-down options: A comma separated list of group IDs that do not have any hidden options in drop-down applied.
- Hide drop-down form options: Hide options for a given drop-down field. The format is
[{"name": "type", "value": "problem"}], or, for custom fields[{"name": "custom_field_3600152073", "value": "brushed_silver"}]Note:When setting the value, use the tag of the drop-down option. When editing the drop-down options in the ticket field if you clickShow tags , you will see the tag value.This feature only works for hiding options from drop-down field types and is not available for multi-select field types.
To hide multiple drop-down values including those in the same field, use the format as shown in the example below.
[{"name": "type", "value": "problem"},
{"name": "custom_field_360015592073", "value": "diamond"},
{"name": "custom_field_360015592073", "value": "nickel_plated"},
The name must be listed with the name and value for each option to be hidden, even for options in the same drop-down field. It's not possible to hide the assignee field with the Ticket Field Manager app, but you can do that with theAssignment Control app.
Available ticket fields
- requester
- collaborator
- sharedWith
- status
- ticket_form_id (the ticket form drop-down)
- tags
- type
- priority
- problem
- custom field
For a complete listing of available fields for use in the form settings, seeZendesk Support placeholders reference.
Using the app
After creating a ticket or opening an existing ticket, you will see that the fields are now required based on the list defined in theRequired form fields. The example below includesAssigneeandTags.
发布说明:
Version 2.2.0 - 2020-08-05
- Created allow list for hidden drop-down options
79 Comments
Has there been any changes to the SDK that impacts this app? We are seeing the following issue starting Monday.
Issue 1: The app takes a long time to reflect when the Form is updated. If Form A has multiple mandatory fields and Form B has none, the app shows an error for Form A after changing to Form B.
问题2:在空抛出一个错误and map frequently.
https://support.zendesk.com/hc/en-us/articles/4408893441818/comments/4488958657690
Does anybod know the solution for this error?
Hi Mike,
This is one of the issues I reported earlier. This is annoying. We have raised a support case no progress yet.
Can someone from Zendesk prioritize this? This is very annoying.
I would like to hide specific groups in the Assignee field from some groups.
We have two brands and have some brand-specific groups set up. We have some agents (usually new agents still learning things) in one brand that do need to work with the second brand and would like to hide those brand-specific groups so tickets do not get sent to the wrong group on accident. I have attempted to use this app to hide the groups from the assignee field, it seems like it should work because that field is a drop-down and not a multi-select. What I don't know what are the tags for the different groups? I have tried several things similar to the group names with no success. Is what I am trying to do even possible?
I have put this under the "Hide dropdown form options" section:
[{"name": "assignee", "value": "group_name"}]
Danedid you ever figure out the error that states cannot read properties of null (reading 'map')
我们可以得到一个更新的消息比尔拉ised?
https://support.zendesk.com/hc/en-us/articles/4408893441818/comments/4488958657690
We have started facing the same issue:
"Cannot read properties of null (reading 'map')"
The issue only occurred for us so far in one very specific circumstance and eventually went away on its own. Never did determine why it occurred.
Hello
We are still experiencing this.
Daneis there a root cause, fix for this?
Very annoying issue.
Thank you
Thanks for your inquiry! I will be creating a separate ticket to address your concern with the Ticket Field manager app. You can expect a follow-up email from me the soonest. Thanks!
Best,
what if i just want to hide field only for 1 group?
while the group that I have is 100 groups.
do I have to do a list for "allow hide group for" 99 groups?
is it not possible if only to hide the field for 1 group? not to grant access to 99 groups
thanks
While I know it's not the best course of action to list the 99 groups who has access to the field, I'm afraid a Hide group field is not available at this time. However, I do agree that it would be a nice feature to have, and I'm happy to pass your feedback to our Voice of the Customer team for further discussion. Please feel free to let me know if I can help with anything else!
Hi,
We only want to show a custom field when the ticket status is Solved. Is this possible to configure using this app?
Thanks, Ian
That can be configured natively with the use of the conditional ticket fields feature.
You can create conditional ticket fields to control the appearance and behavior of ticket fields in ticket forms. For example, you can limit the number of ticket fields that appear in ticket forms, and control the sequence in which ticket fields are presented to end users.
More information can be found here:Creating conditional ticket fields
HiGab- thanks for your reply. We already knew about this feature, but unfortunately "ticket status" is not available in the list of fields within the conditional ticket field feature. This is why we are trying to find alternative ways to do this.
I have also reached out to Zendesk support and they have suggested a workaround, but it involves a lot of effort for something that seems quite straight-forward so we're still deciding if we want to implement it
我创建了一个代表你的机票,并将发送它to you via email so we can discuss your use-case.
Thank you!
Is it possible to control the fields seen by the end user? I want a drop-down box to be read-only in the end user's view. Can it be controlled
The app is used for administrators to quickly hide, require, or make read-only certain ticket fields in the agent interface. Meaning, this would only affect agents and won't be an available feature for end-users. Reference in the app descriptionhere.
We do have a native feature that can set a specific field as read-only for end-users. Please refer to the instructionshere, specifically item number 5.
Best,
Paolo | Technical Support Engineer | Zendesk
Has anyone run into an issue where certain users do not see the Ticket Field Manger settings? We're running into an issue where some of our agents are not see the fields as read-only or are seeing fields defined as hidden fields, while others are working correctly. What complicates the issue is this is only happening on our Sandbox. Everyone is working fine in the Production environment. I deleted the App from Sandbox and reinstalled it, but still spotty for some agents. Thoughts?
I see that you already raised a support ticket related to this, our team will continue to assist you on the ticket.
Kindly check your email for updates. Thank you!
Pleasesign into leave a comment.