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We are currently evaluating FreshDesk on the free plan. In the ticket report form there is a field called Product with a single possible value of Example. I would like to have this field removed since we only have a single product, but when i try to make it not visible by removing the Can View flag for the the Customer in Ticket Fields, but that produced the following error on save: “The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.”. The possible values for the field are also not editable from that page. 

Is there a way to either remove the field or modify the default value so that it is not “Example”?

Hi @MM PD ,

Were you evaluating a higher plan and then downgraded to the Free plan?

Hi 

Seems like a bug and you need to raise a ticket with support. 

But I may have a temporary workaround: if 1) there is no product filled in on the ticket, then a user will not see the product field in their UI:

 

2) and they will not see this field in ticket forms unless you add it yourself. So, even though you cannot remove it, it’s still possible to make it not visible to customers by not using it. 

 

And in regards to agents: you can use free apps to hide it. Like this one: https://www.freshworks.com/apps/freshdesk/hide_fields/. You can hide certain fields based on user roles, for example, so that admins and agents won’t be able see this field in the UI.

Hope this helps. 

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