The Ticket Field Manager app

Controlling which fields agents see and must fill in. The app has no conditions, so a field is required, hidden or read-only wherever the app runs.

Controlling which fields agents see and must fill in. The app has no conditions, so a field is required, hidden or read-only wherever the app runs.

Set it up

1. Install the app from the Marketplace.
2. In Admin Center, go to Apps and integrations > Apps > Zendesk Support apps, hover over Ticket Field Manager, click the arrow by the gear icon and select Change settings.
3. Fill in the lists. They are comma-separated field lists, one per behaviour: Required form fields, Hidden form fields, Read-only form fields and the drop-down options to hide.
4. Test as an agent on a real ticket, and ask them whether it helps or gets in the way.

There is no "and when" here: the app has no conditions, so a field is required, hidden or read-only wherever the app runs. For behaviour that depends on what somebody chose, use conditions on the ticket form instead, under Objects and rules > Tickets > Forms, in the form's options menu under Conditions.

The assignee field cannot be hidden with this app. The Assignment Control app is the one for that, but not for much longer: it stops working on 21 October 2026 and has not been downloadable since April, so do not start anything on it now.

What it is good for

• Hiding fields that do not apply to the work your agents do.
• Requiring a field before solving, where the data genuinely matters.
• Making a field read-only, visible to the agent but not theirs to change.

Required fields have a cost

An agent who cannot close a ticket until a field is filled will fill it, with whatever gets them past the block. Then you have complete data and inaccurate data, which is worse than incomplete data you knew about.

Require a field only where somebody genuinely reads the value.

Hiding beats requiring

Removing fields that do not apply speeds everybody up and costs nothing. That is where most of the value here is.

Ask what happens to the data

Before making a field required, find out who reads it and what they do with it. A field required for a report nobody opens is pure friction.

Test as an agent

Not as an admin. Lists that look sensible in configuration produce a form that fights the person filling it in, and only they can tell you.

Review it after a month

Ask the team whether any rule gets in their way. The ones that do are producing bad data, not just irritation.

See also

• Designing a form that helps agents and customers both
• Reporting on custom fields
• Creating multiple ticket forms