Agent Roundtable III: Being a Good Team Member in Customer and IT Support
Can I get Hide/ Disable actions for both custom and default fields in both Card and list view?
same problem, there are useless fields that creates only messy
I’d like to hide urgency, source, impact, group
Hello Gowthami & @MrM,
Freshdesk provides the ability to customize the table view of the ticket list view, at the moment. The customized table view allows agents to add or customize the default/custom ticket fields. This would help lookup the data agents need immediately, without having to view the ticket properties of each individual tickets.
Article for help: Customized Table View In Freshdesk
@MrM if you’re using Freshservice, as I can see from your request, you can hide those fields as indicated by @hemanth.ramya in the table view. But you can also hide those fields inside the ticket properties tab by creating a custom Business rule.
Admin → Business rule → Create new
Run: new or update module
Condition: Ticket Status is not empty
Action: Hide (list the fields you want to hide).
thanks, I already hide in the table view, my issues are:
for example, I don’t use “groups”, “urgency” and “impact” but I have them everywhere
is it possible to hide? thanks
Thanks for sharing your insights, @Nexus. The above suggested solution is applicable for Freshdesk too! :)
@MrM, for your requirement to hide ticket fields in new ticket page and ticket details page of the agent portal, you can make use of applications like Hide fields, Hide/Disable Ticket Fields. Links to get detailed insights on the apps:
@hemanth.ramya thanks but I’m using FreshService
@rajagopal.baladhandayutham or @sanofar.allahpichai - You can maybe help @MrM on hiding ticket fields within Freshservice.
Hi @MrM, In Freshservice, you can make use of the feature called Business rules which allows you to show and hide form fields based on conditions. You can refer to the solution article “ Create No-Code Dynamic Forms with Business Rules” for further information on this.
Please do reach out incase you need any further clarifications.
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.
Sorry, our virus scanner detected that this file isn't safe to download.