Restricting Ticket Field Manager App Functionality
Can I restrict the Ticket Field Manager app functionality to certain users?
Yes, the functionality of the Ticket Field Manager app can be restricted to agents and admins who have been granted access through the 'Enable role restrictions' and 'Enable group restrictions' settings. This allows you to control who can see and interact with certain ticket fields based on their role or group membership.
More related questions
How do I install the Ticket Field Manager app in Zendesk?
To install the Ticket Field Manager app, you need to visit the Zendesk Marketplace. Once there, use the search bar to find the Ticket Field Manager app. Click on the app's icon to access its info page, then click 'Install' in the upper-right…
How can I configure the Ticket Field Manager app settings?
Once the Ticket Field Manager app is installed, you can configure its settings by navigating to Admin Center > Apps and integrations > Apps > Zendesk Support apps. Hover over the Ticket Field Manager and click the arrow near the gear icon, then…
What are the available ticket fields in the Ticket Field Manager app?
The Ticket Field Manager app allows you to manage various ticket fields such as requester, collaborator, sharedWith, status, ticketformid, tags, type, priority, problem, and custom fields. These fields can be hidden, required, or set as read-only…
How do I hide drop-down options using the Ticket Field Manager app?
To hide drop-down options in the Ticket Field Manager app, use the format [{"name": "type", "value": "problem"}] for standard fields or [{"name": "customfield3600152073", "value": "brushed_silver"}] for custom fields. You can hide multiple…
Why can't I hide the 'Type' options in the Ticket Field Manager app?
If you're experiencing issues hiding 'Type' options in the Ticket Field Manager app, it might be due to a known issue that the Zendesk team is working on. If other fields are hiding correctly but 'Type' is not, consider reaching out to Zendesk…
Can I hide ticket fields from Light Agents using the Ticket Field Manager app?
The Ticket Field Manager app is designed to hide fields from certain groups, but if Light Agents belong to a group that can see the fields, they will have access to them. Ensure that your group settings are configured correctly to restrict access…
Is there a limit to how many drop-down options I can hide with the Ticket Field Manager app?
There shouldn't be a limit to the number of drop-down options you can hide using the Ticket Field Manager app. However, if you encounter issues when hiding multiple options, it might be due to a bug. Contact Zendesk support for further assistance…
Will hiding the tags field affect macros in Zendesk?
Hiding the tags field from the agent view using the Ticket Field Manager app will not affect the functionality of macros. Zendesk will still recognize adding and removing tags via macros, ensuring that your workflows remain intact.
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
