Why Are Zendesk Ticket Fields Greyed Out?
Why are fields on my Zendesk tickets greyed out?
Fields on your Zendesk tickets may appear greyed out for two main reasons. Firstly, if the ticket is closed, you won't be able to make any changes to it. In such cases, you can create a follow-up ticket to continue working with your customer. Secondly, an app might be restricting your access to certain fields. To resolve this, you should ask your administrator to check the app settings, as the Ticket Field Manager app is commonly used for managing field access. For more details, you can refer to the originalZendesk help article.
More related questions
Can I edit closed tickets in Zendesk?
No, you cannot edit closed tickets in Zendesk. Once a ticket is closed, it becomes uneditable. If you need to continue working with a customer on a closed ticket, you should create a follow-up ticket. This allows you to maintain the conversation…
How can I resolve restricted field access in Zendesk?
If you find that certain fields in your Zendesk tickets are restricted, it might be due to an app setting. To resolve this, you should ask your administrator to verify the settings of any installed apps, such as the Ticket Field Manager. Adjusting…
What should I do if Zendesk ticket fields fail contrast compliance?
If the fields on your Zendesk tickets fail 508 compliance testing for contrast, it means they might not be easily readable for vision-impaired users. Although restricted fields should still be readable, you may need to adjust the contrast settings…
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