Hi @alecordeiro ,

Products feature is available from Pro plan and if you are using growth or free, this option will not be available. If the Products option is not there, then the field that shows Product will not be appearing on the Agent screen. To have more insight on this, can you share a screenshot of the page where the product field is showing up and which option you’re using to hide the same.

Cheers

Thank you,  Vinoth. 

Here I'm sending a screenshot. I just want to make the Product option hidden but it doesn't allow me showing the error per the image below

I’m having exactly the same problem. I’m on the free plan.

I’d like to hide the “Product”, even though I only have one product (whose name I can’t change from “Example”).

When I set Can View & Can Edit for Customers to false, I see the error:

The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.

Alternatively, please let me change the Product name from “Example” to something else. How do I do that?

I have same problem!

Me too! Same problem

Any updates on this? This bug is not yet fixed.

Facing the exactly same problem. I’m on free plan. Anyone cracked it yet?

Hi @alex9910 

Greetings from Freshworks community.

We understand that you want to remove the default product field. We will be able to do so from our side. Kindly DM me your account details and email address so we can reach out to you via email. 

Regards, 
Kajal

Same problem!

@Nooreman, that didn’t resolve the issue.  I have reached out to @Kajal Vats to see if, per her request, she can manually remove it.  There isn’t a point in having it if you cannot change the data within the field.  Thank you.

@drew.long Sure, we’ll review your account details and get back to you on the same shortly. 

Thank you,

Hi @drew.long 

We’ll create a ticket and assist you in removing the product field. I’ve responded to your DM, please revert with the requested details so I can take it forward over email.

Regards, 
Kajal

I’ve got the same issue, and have also reached out to @Kajal Vats via DM with all required account details. Hoping this can get resolved ASAP. We are looking to launch with Knowledge Base very soon, having this “Example” product showing will make us look pretty unprofessional. Please help. Thank you!

I’m having the same problem, it's exasperating, really! Why on earth would they implement such an idiotic feature that we can't even turn off without forking over cash? It's like they're deliberately ignoring user experience. Utterly ridiculous!

It sounds incredibly frustrating to encounter such a problematic feature in the software. It's understandable to feel exasperated when encountering limitations that seem unnecessary or counterintuitive. Software developers should prioritize user experience and provide options for users to customize their settings without imposing additional costs. It might be worth reaching out to the developers directly to express your concerns and advocate for improvements in future updates. Your feedback could help drive positive changes in the software's usability.

I’ve DM’d @Kajal Vats multiple times now, and have not heard anything back.

And have also exchanged emails with support@freshdesk.com. After initial response with some help article that didn’t work (we all know that from this thread, because this seems like a bug), my subsequent email has not been read for more than 2 days. 

Could someone please help ASAP? Thanks!

The products functionality is only accessible with the Pro plan; it won't work with the growing or free plans. The Product field won't show up on the Agent screen if the Products option isn't available. Could you give a screenshot of the page that displays the product field and the option you're using to conceal it, please? This would help us understand this better.

Hi @tenalena,

Thanks for the response. We understand that the products functionality only works with the Pro plan. However, we are trying to hide the product from showing up from “Admin → Ticket Fields → Product” tab.

The issue here is not about whether Product field shows up on the “Agent screen”, but about the fact that Product field shows up in public for the Customer, and worse yet, it says “Example” as the product name:

As you can see, this is very unprofessional looking for our customers when they submit a ticket.

In terms of the settings we are trying to configure to hide the “Product field, please see the screenshot below:
1. Under “Behavior for Customers” we uncheck “Can View” (which is by default checked and enabled)
2. Click on “Save field” button
3. You’ll notice that the “Product” field is supposed to be visible
4. But we’ll get the error in the screenshot.

What we need is that the “Product” field is not showing for a Customer’s “Submit a ticket” view… either:
(1) by default, since there’s only 1 product allowed at this level anyway
Or 
(2) allow the Product setting to be saved for “Free” and “Growth” plan users, so they can make the field invisible for Customers.

Please address ASAP. Thanks!

@MerlinGoodSteward 

Hi Merlin, 

We’ve created a ticket and responded to the same. Please check your DM. 

Regards, 
Kajal

Hi @drew.long,

We’ve created a ticket and responded to the same. Please check your DM. 

Regards, 
Kajal

Hi @Synkli Support,

We will be able to do so from our side. Kindly DM me your account details and email address so we can reach out to you via email. 

Regards, 
Kajal

As an update. @Kajal Vats was able to help make the change on the backend to resolve the issue. Product field has been removed for me.

Thanks very much @Kajal Vats!

Good day @Kajal Vats, I hope you are doing well.

Would it be possible to assist me with removing the product field from the customer portal as well?

Best regards

Hi @Daniel.vanTonder 

We will be able to do so from our side. Kindly DM me your account details and email address so we can reach out to you via email. 

Regards, 
Kajal