Ticket Form Rule (individual)

The Hide.fy app provides an additional layer of operational control over the main components of Zendesk. The Ticket Form rule directly affects the forms available for creating and editing tickets, allowing for a more strategy-oriented service experience.

Overview of the Ticket Form Rule

The Ticket Form Rule allows you to define, individually, how each form will be presented in Zendesk. For each form, the administrator can configure whether it will be:

• Visible for selection
• Hidden from the interface
• Disabled for use

These settings are applied globally, always respecting the permissions and restrictions already defined natively in Zendesk. Hide.fy does not replace standard platform rules, acting only as a complementary layer of governance.

Practical Operation

When applying the Ticket Form Rule, Hide.fy adjusts the list of forms displayed during the creation or updating of tickets. Forms defined as hidden or disabled are no longer presented as valid options, reducing the likelihood of incorrect selection.

This approach is especially relevant in operations with multiple forms, where an excess of options can lead to categorization inconsistencies and a direct impact on reports, SLAs, and automations.

Main Use Cases

The Ticket Form Rule is recommended for the following scenarios:

• Hiding obsolete or unused forms
• Disabling technical forms used only for testing or integrations
• Restricting specific forms to avoid use outside the correct flow
• Simplifying the agent's experience in creating tickets

A common example is the existence of forms created for specific projects or internal flows that should no longer be used in daily operations.

How to Use the Ticket Form Rule

To access the Ticket Form rule, locate the Hide.fy app in the left sidebar navigation menu of Zendesk. When you open the app, go to the Dashboards area.

Within the dashboards, select the Ticket Forms menu, which will be displayed according to the language configured in the account.

After accessing this menu, a spreadsheet view will load containing all the ticket forms available in the Zendesk account. The listing presents information such as identifier, internal name, public name, public availability, associated tags, and the date of the last update.

In the last column, identified as Visibility, each form has a dropdown field. In this field, the administrator can select the desired condition for that specific form.

Based on the defined configuration, the form will be displayed, hidden, or disabled according to the applied rule, directly impacting the list of forms available for use in tickets.

Operational Benefits

With the Ticket Form Rule configured correctly, the operation will benefit from:

• Greater standardization in the use of forms
• Reduction of categorization errors
• Better governance over service flows
• More objective experience for agents and administrators

This functionality is highly recommended for Zendesk environments with mature operations and multiple service flows, where consistency and control are critical factors.