Installing and using the Ticket Field Manager app

<p>The <a href="https://www.zendesk.com/marketplace/apps/support/223753/ticket-field-manager" target="_self">Ticket Field Manager</a> app 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.</p>
<p>This article contains the following topics: </p>
<ul>
<li><a href="#h_cc5354a3-b593-4464-b380-5ce8c556dbd7" target="_self">Installation</a></li>
<li><a href="#h_1e774ace-d8bb-4447-8f39-ca6cf588cece" target="_self">Configuring the app</a></li>
<li><a href="#h_a01f8f7d-066b-43df-b557-1eed7dcc5598" target="_self">Using the app</a></li>
</ul>
<p>Related articles:</p>
<ul>
<li><span><a href="https://support.zendesk.com/hc/en-us/articles/4408886858138-Zendesk-Support-placeholders-reference" rel="noopener" target="_blank">Zendesk Support placeholders reference</a></span></li>
</ul>
<h2 id="h_cc5354a3-b593-4464-b380-5ce8c556dbd7">Installation</h2>
<p>You need to install the Ticket Field Manager app from the <a href="https://support.zendesk.com/hc/en-us/articles/4408824421146-Using-the-Zendesk-Marketplace" rel="noopener" target="_blank">Zendesk Marketplace</a>. </p>
<p><strong>To install the app</strong></p>
<ol>
<li>Visit the <a class="xref" href="http://zendesk.com/apps?_ga=2.107038978.1483345384.1684319369-246124537.1684319369" rel="noopener" target="_blank">Marketplace</a>, then use the search bar to search for the Ticket Field Manager app.</li>
<li>Click the app's icon to go to the app's info page.</li>
<li>Click <strong>Install</strong> in the upper-right of the page.</li>
<li>Select <a href="https://support.zendesk.com/hc/en-us/articles/4409381383578-Where-can-I-find-my-Zendesk-subdomain-" rel="noopener" target="_blank">your account</a> and click <strong>Install</strong>.</li>
<li>Configure any app settings as needed and click <strong>Install</strong>. </li>
</ol>
<h2 id="h_1e774ace-d8bb-4447-8f39-ca6cf588cece">Configuring the app</h2>
<p>Once the app is installed, go to <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center#topic_hfg_dyz_1hb" rel="noopener" target="_blank">Admin Center</a> <strong>&gt; Apps and integrations &gt; Apps &gt; Zendesk Support apps</strong>, hover over the Ticket Field Manager, and click the arrow near the gear icon. Them, select <strong>Change settings</strong>.</p>
<p><img alt="Ticket Field Manager app" height="311" src="https://support.zendesk.com/hc/article_attachments/7856386941210" width="197"></p>
<p>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 full <code>custom_field_</code> and <code>ID</code></p>
<p><img alt="" height="777" src="https://support.zendesk.com/hc/article_attachments/7856364481690" width="469"></p>
<p><strong>Note</strong>: The list of fields must have a space after each comma.</p>
<ul>
<li>
<strong>Required form fields</strong>: Ticket fields that are required when creating or updating a ticket. For example:
<pre>field1, field2, field3, 360015591993</pre>
</li>
<li>
<strong>Read-only form fields</strong>: Ticket fields that are shown to the user but are not editable. For example:
<pre>field1, field2, field3, 360015591993</pre>
</li>
<li>
<strong>Allowed groups for read-only form fields</strong>: This is a list of IDs of groups that should not have the read-only restrictions applied.</li>
<li>
<strong>Hidden form fields</strong>: Ticket fields that should be hidden from the agent when creating or updating a ticket. For example:
<pre>field1, field2, field3, 360015591993</pre>
</li>
<li>
<strong>Allowed groups for hidden form fields</strong>: This is a list of IDs of groups that should not have the hidden field restrictions applied.</li>
<li>
<strong>Allowed groups for hidden drop-down options</strong>: A comma separated list of group IDs that do not have any hidden options in drop-down applied.</li>
<li>
<strong>Hide drop-down form options</strong>: Hide options for a given drop-down field. The format is <code>[{"name": "type", "value": "problem"}]</code>, or, for custom fields <code>[{"name": "custom_field_3600152073", "value": "brushed_silver"}]</code>
</li>
</ul>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> When setting your value, use the <strong>Tag</strong> of your drop-down option<span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">.<br><img alt="Tag.png" src="https://support.zendesk.com/hc/article_attachments/7856386942234"><br></span>
</div>
</div>
<p>To hide multiple drop-down values including those in the same field, use the format as shown in the example below. </p>
<pre> [{"name": "type", "value": "problem"},<br> {"name": "custom_field_360015592073", "value": "diamond"},<br> {"name": "custom_field_360015592073", "value": "nickel_plated"},</pre>
<p>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 the <a href="https://www.zendesk.com/marketplace/apps/support/223590/assignment-control/" rel="noopener" target="_blank">Assignment Control app</a>. </p>
<h3 id="h_01HK5DSJNQZQGQZWJXZ31GFPJB">Available ticket fields</h3>
<ul>
<li>requester</li>
<li>collaborator</li>
<li>sharedWith</li>
<li>status</li>
<li>ticket_form_id (the ticket form drop-down)</li>
<li>tags</li>
<li>type</li>
<li>priority</li>
<li>problem</li>
<li>custom field</li>
</ul>
<p>For a complete listing of available fields for use in the form settings, see <a href="https://support.zendesk.com/hc/en-us/articles/4408886858138" rel="noopener" target="_blank">Zendesk Support placeholders reference</a>.</p>
<h3 id="h_01HYE4TVF5VX7KX0FN1B1TRXR3">Restricting app functionality</h3>
<p>The functionality of the app is restricted to agents and admins who have been granted access through the <strong>Enable role restrictions</strong> and <strong>Enable group restrictions</strong> settings. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4409155972378-Managing-your-installed-apps#topic_xyf_wmw_qfb" rel="noopener noreferrer" target="_blank">Restricting app access</a>.</p>
<p><img alt="restrict_app_access.png" height="189" src="https://support.zendesk.com/hc/article_attachments/7856386942490" width="371"></p>
<h2 id="h_01HK5DSJNQCSCTVZEE5F31J8Q3">Using the app</h2>
<p>After creating a ticket or opening an existing ticket, you will see that the fields are now required based on the list defined in the <strong>Required form fields</strong>. The example below includes <strong>Assignee</strong> and <strong>Tags</strong>.</p>
<p><img alt="required_fields.png" height="332" src="https://support.zendesk.com/hc/article_attachments/7856386941978" width="215"></p>
<h2 id="h_01EGGW2H1HQHGA91NRJSVCH1P7">Release notes:</h2>
<p><strong>Version 2.2.0 - 2020-08-05</strong></p>
<ul>
<li>Created allow list for hidden drop-down options</li>
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