Form/Field Association Rule

The Hide.fy app provides association rules that operate in a contextual and hierarchical manner. The Form/Field Association rule allows you to define how ticket fields should behave within a specific form, offering more refined control than individual field rules.

Overview of the Form/Field Association Rule

The Form/Field Association rule allows you to configure, for each form, how each associated field will be presented. For each combination of form and field, you can define whether the field will be:

• Visible in the form
• Hidden in the form
• Disabled for interaction

These rules are evaluated whenever the form is selected in the ticket, ensuring consistent behavior aligned with the operational flow.

Difference from the Ticket Fields Rule

In the individual Ticket Fields rule, the visibility configuration is applied globally, regardless of the form used.

In contrast, the Form/Field Association rule provides contextual control. The same field can:

• Be visible in one form
• Be hidden or disabled in another form

This allows forms to share fields without necessarily sharing the same display behavior.

Practical Functioning

When configuring the Form/Field Association rule, Hide.fy evaluates the selected form in the ticket and applies the defined rules for the associated fields.

For example, a simplified form may display only essential fields, while a technical form may enable additional or specific fields for advanced analysis.

In addition to custom fields, the rule can also include compatible system fields, always respecting the native limitations and permissions of Zendesk.

Main Use Cases

The Form/Field Association rule is suitable for the following scenarios:

• Simplification of forms for first-level teams
• Restriction of technical fields to advanced forms
• Deactivation of fields filled exclusively by automations
• Standardization of filling by request type
• Reduction of errors from using fields out of context

This approach improves the quality of collected data and the efficiency of service.

How to Use the Form/Field Association Rule

To access the Form/Field Association 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 Form/Field menu located in the Association Rules section.

When accessing this menu, a hierarchical view will be displayed. Forms appear as main items and can be expanded to show the fields associated with each.

For each field listed under a form, the Visibility column provides a dropdown where the administrator can set the desired condition.

Based on the applied configuration, the field will be displayed, hidden, or disabled only when that specific form is selected in the ticket.

Operational Benefits

With the Form/Field Association rule correctly configured, the operation will benefit from:

• More objective and context-oriented forms
• Reduction of filling errors
• Better experience for agents
• Greater governance over operational flows and data

This functionality is especially recommended for Zendesk environments with multiple forms and a high level of operational specialization.