Ticket Field Rules (individual)

The Hide.fy app enhances Zendesk's operational control by allowing precise adjustments to the user experience without altering the platform's native structure. The Ticket Field rule directly affects the fields displayed on the ticket form, ensuring that only relevant information is available for completion.

Overview of the Ticket Field Rule

The Ticket Field rule allows you to define, individually, how each field will be presented in Zendesk. For each listed field, the administrator can configure whether it will be:

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

In addition to custom fields, Hide.fy also supports certain compatible system fields, allowing additional control over standard Zendesk elements that, by default, do not have visibility granularity in the interface.

All configurations fully respect the native permissions and restrictions of Zendesk, acting as a complementary layer of governance.

Practical Functioning

When applying the Ticket Field rule, Hide.fy dynamically adjusts the fields displayed during the creation or updating of tickets. Fields defined as hidden or disabled will no longer be presented or accept interaction according to the applied rule.

This approach reduces visual noise, minimizes filling errors, and ensures greater adherence to the service flows defined by the operation.

Main Use Cases

The Ticket Field rule is recommended for the following scenarios:

• Hiding technical fields that are not relevant for support agents
• Disabling fields that should only be filled by automations
• Simplifying complex forms
• Control over compatible system fields that should not be manually manipulated
• Standardization of filling critical information

A common example is the presence of system or custom fields that, when filled out incorrectly, can impact reports, SLAs, or automation rules.

How to Use the Ticket Field Rule

To access the Ticket Field rule, locate the Hide.fy app in the left sidebar navigation menu of Zendesk. Upon opening the app, go to the Dashboards area.

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

After accessing the menu, a spreadsheet view will load containing all the available ticket fields in the Zendesk account. The listing includes custom fields and compatible system fields, with information such as identifier, display name, field type, public visibility, and last updated date.

In the last column, identified as Visibility, each field has a dropdown that allows you to define its usage condition individually.

Based on the selected option, the field will be displayed, hidden, or disabled on the ticket form, according to the defined rule, directly impacting the ticket creation and editing experience.

Operational Benefits

With the Ticket Field rule correctly configured, the operation will benefit from:

• More objective and organized forms
• Reduction of filling errors
• Greater control over operational data
• Better adherence to existing flows and automations

This functionality is especially recommended for Zendesk environments with complex forms and high operational volume, where consistency and governance are strategic factors.