Ticket Field Items Rule (individual)

The Hide.fy app offers granular control not only over forms and fields but also over the internal items of these fields. The Ticket Field Items rule directly affects the values presented in dropdown and multi-select fields, allowing for a more strategic curation of available options.

Overview of the Ticket Field Items Rule

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

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

This rule applies exclusively to compatible fields, such as dropdowns and multi-select fields, fully respecting the native settings of Zendesk.

Practical Operation

When applying the Ticket Field Items rule, Hide.fy dynamically adjusts the options displayed within the fields during ticket creation or updates.

Items configured as hidden will no longer appear in the selection list. Disabled items remain visible but unavailable for selection, according to the defined rule.

This approach reduces the volume of options presented to the agent, making the selection process faster, more objective, and aligned with the defined operational flows.

Main Use Cases

The Ticket Field Items rule is recommended for the following scenarios:

• Simplification of extensive dropdown lists
• Hiding obsolete or unused options
• Restriction of values used only by automations
• Standardization of classifications and categorization
• Reduction of selection errors by agents

A recurring case is the existence of fields with dozens of historical options, where only a subset should be used in the current operation.

How to Use the Ticket Field Items Rule

To access the Ticket Field Items 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 Field Items menu, which will be displayed according to the language configured in the account.

When accessing this menu, a hierarchical view will load. Initially, the available dropdown or multi-select fields in the account are displayed.

Each field can be expanded to show its respective items. For each listed item, the Visibility column provides a dropdown where the administrator can define the desired condition.

From the applied configuration, the items will be hidden or disabled in the selection lists presented to agents during service, simplifying the experience and ensuring greater adherence to operational standards.

Operational Benefits

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

• Shorter and more objective selection lists
• Greater agility in ticket filling
• Reduction of categorization inconsistencies
• Better experience for service agents

This functionality is highly recommended for Zendesk environments with complex fields and a large volume of options, where simplicity and governance are strategic factors.