Plan requirement
| Subscription | Any plan |
| Access | Admin |
No, and it is worth understanding why before working around it. Both fields are what a ticket is made of.
Why they are fixed
The description is the ticket's first comment, and the subject is how it is identified everywhere: in views, in search, in notifications and in reports. A ticket without them would have nothing to show in a list.
What you can do instead
- Relabel them. "Subject" can read "What is this about", and "Description" can read "Tell us what happened". Wording is a theme change.
- Add fields around them for the specifics you need, 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.
The usual reason for asking
A form that feels long. That is a real problem, and the fix is removing the fields you added rather than the two you cannot.
Look at a form as somebody with a problem: everything not needed to start work belongs somewhere else or nowhere.
If you truly need a form without them
Then the thing being submitted is probably not a ticket. A survey, a sign-up or a data collection form belongs in a tool built for it, with the result arriving in Zendesk if it needs to.
Prefilling
Both fields can be prefilled from a link, which is how a "report a problem with this article" link arrives with the subject already sensible. That gets most of what people want from removing them.
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