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Hide builtin fields in freshdesk customer or contact

  • 8 November 2022
  • 3 replies
  • 111 views
stevemc
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Userlevel 3
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Can I hide some of the built-in fields so that the agent does not need to see them?  Specifically

  • twitter id
  • mobile phone
  • work phone
  • Unique external id

I am trying to hide these fields and instead have the req’d fields on top of form (name, email, company and one more required custom field I added)

I did disable them from being seen by customers but can’t do so for agents.  Here is screenshot:

I would like an option to change “Display to Agent”

 

I suppose its not possible but I think it should be if not.

 

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Best answer by ashwinvasudevan 8 November 2022, 23:39

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3 replies

R
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Userlevel 3
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Hi @stevemc,

 

Thank you for reaching out to the Freshworks community.

 

It would not be possible to hide the default customer fields for the agents as they are hard-coded in to the product. However, Please have a look at our Ideas page, and post your ask here. We will look into this and take this up from our end.

 

Thank you.

Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
ashwinvasudevan
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Hi @stevemc, 

I would suggest building a custom application to achieve this functionality. 
You can have a custom application on the contact page or the company page

P
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This really should be available without a custom app.

 

The contact details page is getting dated… “work phone” and “mobile phone” fields just aren’t necessary for ALL customers and since we’re unable to turn one of these off it’s confusing to our team on which field to use for phone numbers...

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