Control and automate your agent ticket forms

Define simple rules to manage your agent ticket forms and fields. Reduce confusion and enforce business-specific behaviors in your tickets.

Available actions

Based on precise conditions, Fields Manager can do the following:

• Hide ticket fields

• Disable ticket fields

• Make ticket fields mandatory

• Apply macros

• Set ticket field values

• Use an external value (e.g. from a custom field in the requester's profile) to fill a ticket field

• Hide ticket field options

• Disable ticket field options

Each rule is made of conditions and actions.

Conditions

You can define when the rule should be applied based on many criteria, including:

• Ticket field values

• Ticket properties (e.g. form, creation date)

• Requester field values

• Requester properties (e.g. role, email or external id)

• Ticket organization field values and properties

• Ticket assignee field values and properties

• Current user field values and properties

• Current user organization field values and properties

• Ticket group

• Ticket brand

Many conditions can be defined, including the comparison of two field values.

The smart autocompletion of the Fields Manager app enables you to easily create precise conditions for your rules.

You can define complex conditions using "AND" and "OR" logical aggregators. Duplicating and moving conditions in AND/OR blocks is made very simple thanks to drag-and-drop.

Rule example

Let's imagine the following requirement: you only want assignees and admins to be able to edit a ticket status.In this case, create a rule like that:

1. In "When..." block, create a condition like "In the > Current user > The role > Is not equal to > Admin"

2. Add a new AND condition saying "In the > Ticket assignee > The user itself > Is equal to"

3. Click the link icon next to the last select field (that says "Use the value of another field instead"). Then, in the dialog, select "In the > Current User > The user itself", and validate.

4. In "Then..." block, create an action saying "For field... > Status (System) > Set state to > Disabled"

5. Save and enable the rule

Now, only admins and agents assigned to the ticket will be able to edit its status.

Data Privacy and security

Your privacy is very important to us. This app does not access, store, or process any Zendesk customer data beyond what is necessary for its functionality. We only collect limited, anonymized analytics to improve app performance and user experience. All analytics data is handled securely, used solely for internal purposes, and never shared with third parties.