Ticket Field Management for Agents

You can do this with Business Rules.

Could you elaborate please?

I apologize, I didn’t notice this was in Freshdesk. We use Freshservice. I don’t know if that feature is available in Freshdesk.

Hi @tlamm,

You can try creating Dynamic Sections in your ticket fields to display relevant fields to agents depending on the type of issue, group, etc. Article for reference -

https://support.freshdesk.com/en/support/solutions/articles/212889-creating-dynamic-sections

You can also use apps like the “Hide Fields” app to hide irrelevant fields for agents based on conditions - https://www.freshworks.com/apps/freshdesk/hide_fields/

There are also apps to customise the choices that are displayed within dropdown fields such as the “Set Ticket Field Options” app if you’re interested - https://www.freshworks.com/apps/freshdesk/set_ticket_field_options/

Regards,

Sona 

Freshdesk, Freshchat, Freshcaller product expert

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Hello @tlamm - Just wanted to check in if the above response resolved your issue? Please let us know if you would like further support on this. Happy to set up a call too if that would be useful! Please do let me know.

Hi @tlamm If you’re on the PRO plan or above, you can set up multiple forms in Freshdesk and define fields that should be part of the individual forms. Here’s an article that you can follow to set up different forms in Freshdesk.

I am having the same problems or similar ones.

I have multiple forms. Each form requires bespoke ticket fields. However, ticket fields used in Forms B for example are appearing for customers on the Form A even though those particular ticket fields are not on Form A. I cannot see a way round this.