Fields Manager vs Hide Ticket Fields

Control and automate your agent ticket forms Define simple rules to manage your agent ticket forms and fields. Reduce confusion and enforce business-specific behaviors in your tickets. Available actions Based on precise conditions, Fields Manager can do the following: Hide ticket fields Disable ticket fields Make ticket fields mandatory Apply macros Set ticket field values Use an external value (e.g. from a custom field in the requester's profile) to fill a ticket field Hide ticket field options Disable ticket field options Each rule is made of conditions and actions. Conditions You can define when the rule should be applied based on many criteria, including: Ticket field values Ticket properties (e.g. form, creation date) Requester field values Requester properties (e.g. role, email or external id) Ticket organization field values and properties Ticket assignee field values and properties Current user field values and properties Current user organization field values and properties Ticket group Ticket brand Many conditions can be defined, including the comparison of two field values. The smart autocompletion of the Fields Manager app enables you to easily create precise conditions for your rules. You can define complex conditions using "AND" and "OR" logical aggregators. Duplicating and moving conditions in AND/OR blocks is made very simple thanks to drag-and-drop. Rule example Let's imagine the following requirement: you only want assignees and admins to be able to edit a ticket status. In this case, create a rule like that: In "When..." block, create a condition like "In the > Current user > The role > Is not equal to > Admin" Add a new AND condition saying "In the > Ticket assignee > The user itself > Is equal to" Click the link icon next to the last select field (that says "Use the value of another field instead"). Then, in the dialog, select "In the > Current User > The user itself", and validate. In "Then..." block, create an action saying "For field... > Status (System) > Set state to > Disabled" Save and enable the rule Now, only admins and agents assigned to the ticket will be able to edit its status. Data Privacy and security Your privacy is very important to us. This app does not access, store, or process any Zendesk customer data beyond what is necessary for its functionality. We only collect limited, anonymized analytics to improve app performance and user experience. All analytics data is handled securely, used solely for internal purposes, and never shared with third parties.

Hide ticket fields you don't want agents to see This simple and straight forward app hides ticket fields you select in the agent interface for all agents. Need more functionality? Should you have the need for more advanced and granular control and need to hide fields based on the role(s) or group the agent is a member of and/or based on the value of another ticket field, please try out the powerful Field Rules app. Bundle pricing When you're ready to fully implement processes and workflow automation across your business, you can get all SweetHawk apps bundled in the SweetHawk Suite app. Check out our pricing calculator and see the how much value you can unlock with the Suite. We take data privacy very seriously, please see our privacy policy. About us Our Zendesk apps are used every day by over 500,000 Zendesk agents. These apps simplify and solve common and complex challenges, such as ITSM change management, Employee Service, and project management. Some of our most popular apps are: Tasks & Subtickets - automatically create task lists within Zendesk tickets or create subtickets to assign responsibilities out across multiple agents or teams Approve - create flexible and auditable approval processes for your Zendesk workflows (even if your approvers aren’t Zendesk users!) Calendar - link calendar events with Zendesk tickets to make your planning process simpler Recurring Tickets - set up repeating workflows (like renewals or security audits) once, then Zendesk will create tickets to manage those processes at any intervals you’d like. Multilingual Agent Experience — Supported languages: 🇧🇷🇵🇹 Portuguese, 🇩🇪 German, 🇳🇱 Dutch, 🇪🇸 Spanish, and 🇯🇵 Japanese.