Can I remove the subject and description fields from the request form

The subject can be hidden from the request form, the description cannot. And the form that feels too long is rarely long because of those two.

The subject can be hidden from the request form, the description cannot. And the form that feels too long is rarely long because of those two.

Can I remove the subject and description from the request form?

Half of it. To hide the subject, open Admin Center, then Objects and rules > Tickets > Fields, open the Subject field, and under Permissions choose Customers can view, then save.

What that does

Customers stop seeing the field on the request form, but they still see the subject in the customer portal, and the ticket description becomes the ticket subject. So the subject does not disappear, it stops being something you ask for.

Why the description stays

It is a required field and it is the ticket's first comment, public or internal. Take it away and there is no ticket to work on, which is why the option does not exist.

What people usually want instead

Four things, all of which are available.

• Relabel them. "Subject" can read "What is this about", up to 255 characters, and "Description" can read "Tell us what happened".
• Add fields around them, so the description carries the story and the fields carry the data.
• Use separate forms, so each kind of request asks only what it needs.
• Prefill from the link. Append tf_subject= and tf_description= to the form URL, which is how a "report a problem with this article" link arrives already sensible.

If the form still feels long

Remove the fields you added rather than the two you cannot. And if what you are collecting genuinely is not a request, a survey or a sign-up belongs in a tool built for it, with the result arriving here only if it has to.

See also

• Designing a form that helps agents and customers both
• What a ticket form is
• Templating: which parts you can change