Hiding / disabling fields via custom app

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4 Comments

  • Bryan Flynn
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    Hi Dylan. While this functionality is available for Tickets, it's not for Organizations and Users. This has been requested before, however. This lack of symmetry between these types has been been brought up with product management but there has been no announced roadmap/support for this. No doubt this is not the answer you were looking for, but I wanted to set expectations, so you can plan your solution with what's available.

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  • Sebastiaan Wijchers
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    Hey Dylan,

    Disabling isn't available for Organization and User fields, but you can hide them:

    https://developer.zendesk.com/apps/docs/support-api/user_sidebar#userfield.hide

    https://developer.zendesk.com/apps/docs/support-api/organization_sidebar#organizationfield.hide

    Keep in mind there will be a brief moment where the app framework is loaded and the field will still be visisble (and editable) bij the agent.

    With kind regards,

    Sebastiaan
    Sparkly ⭐

    P.S.

    Instead of a real 'disable' you could listen to change events and reset the value back to the original. Not really tidy, but it might be a workaround for you.

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  • Bryan Flynn
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    Thanks for clarifying that Sebastiaan!

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  • Dylan Douglas
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    @Bryan: Yeah, that's sad news.  I thought given the ticket one that organizations could have the same thing done.  Is there a feature request thread for that or should I make one?

    @Sebastiaan: Thank you!  Great suggestions for hiding and the listening on change events.  The agents know they shouldn't touch them, but I just want to make sure no one does something by accident.   I'll take what I can get at the moment.

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