Recently, a Zendesk customer asked how to Hide an internal ticket field for certain Organizations:
Was wondering if there is a way to hide internal ticket field(s) from the form for certain organizations? For instance, a customer of ours wants to sign off on deployments and we don't want to incorporate this process for all of our customers (organizations). Is there custom coding/script where we can only display the field for certain organizations? Or add the field in the ticket form for agents to see, and hide the fields recently added/created for the rest of organizations? Does that make sense?
Below are the two fields we would like to include (below ticket resolution) and display for only 1 organization:
Signed off by:
Signed off date:
ANSWER:
Hi! I am not a coding genius but using the native functionality, I'd suggest:
- Creating a new Form for this, say it's called "Help Desk for This One Org" (haha).
- Then create a Trigger that when the ticket is Created OR Updated and the Organization is This One Org, Form "Help Desk for This One Org"
This way automatically it would appear on your Agent's screen. The only hiccup I could see is if someone from that Org contacts you *before* they're associated with that Organization....
The other option is to add a field and use Conditional formatting. So you'd be adding 3 custom fields, not 2. The Custom field would be like "more fields" and be a drop down, single select. If "yes" then surface the two Sign-off fields.
If you don't want this to be manual, you can just add the tag associated with the "yes" option in the drop down to the Organization's tags and it will auto-populate to "yes" on their tickets. You'd still be facing the issue about an unmapped end user.
Hope that helps in some way!