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Custom Ticket Field layouts per agent/group/product?

  • August 9, 2018
  • 3 replies
  • 115 views
J
Apprentice

Is it possible to hide ticket fields from an agent based on their group or the assigned product? We have several unrelated departments using the same instance of Freshdesk so fields that are important to customer support may be unnecessary for the legal team.

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    3 replies

    R
    Contributor

    Também tenho essa situação. Seria muito interessante se tivesse como!!!

    aravind.sundararajan
    Skilled Expert
    Forum|alt.badge.img+12

    @Joel@Rafaela: Check out the Custom ticket fields app in our marketplace. You can configure the app to show/hide fields to agents based on the group/product/type assigned to a ticket.


    Cheers!

    Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
    M
    Contributor

    Hi Joel & Rafaela,


    I completely agree with you and have struggled with this too.  The 3rd party Custom ticket fields app does not work for our needs.  I have started an idea (feature request) here https://support.freshdesk.com/support/discussions/topics/322287


    Please vote and pass it along to others if you feel compelled to do so.


    Thanks

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