Looking for same 

did you find any solution yet?

Hello @MilkaCQA and @David biga,

Welcome to Freshworks Community:)

I understand that you wanted to hide a few custom contact fields on the Contact Details Page. We have a marketplace application where we can hide default and custom fields to enhance the user experience. With the help of the application, you would be able to achieve the following:

- Ability to display the Contact fields/attributes

- Allows the user to configure the fields to be displayed by hiding unwanted fields

- Better user experience, which improves productivity

But I’m afraid you can’t restrict this only to particular Agents. Once installed, this will apply to the entire helpdesk.

You can install the application from here - https://www.freshworks.com/apps/freshdesk/customize_contact_fields/.

Feel free to drop in a note for any clarification:)

You can hide custom fields in contacts for certain agents by using roles and field-level security. Create a role for the agents who should have restricted access, then configure the field's visibility in the dictionary to control which roles can see or modify the field. Alternatively, you can use UI Policies to dynamically hide/show fields based on the user’s role.