Hide Custom Fields and Tags (App, Widget)

Sub Banner

Hide Custom Fields and Tags provides both and APP and a Widget enables the visibility of individual custom fields and/or associated Tag values to be switched on or off for all Tickets.

This is useful when a custom field is used to hold background or system information that is of no relevance of value to the End_User or Agent, or hiding Tags associated with custom field values that serve now real purpose.

*Note: at this time it isn't possible to hide tags in the Agent Interface, so much of this lesson focuses in the main part on the Ticket form within the Web Portal. However, this functionality will be rolled out for the Agent Interface once the capability has been deployed by Zendesk.

Custom Field Option Value Tags

For each Field option created for a custom field, a corresponding Tag must be specified to categorize or classify a Ticket for use during searches and reports.

Tags are Displayed in the Ticket Form

By default these Tags are displayed on the form for all Tickets that have selected the corresponding custom field option (1), serving no real value to the Agent processing the Ticket.

It is also often the case that additional tags are applied by various background operations and web services (2) that are also of no value to the Agent and if removed might result in undesirable consequences.

Configure the Hide Custom Fields and Tags

*Note: if you haven't already done so, before attempting to configure this App please familiarize yourself with the section of this manual describing the deployment and configuration of Apps.

Once deployed and installed the Hide Custom Fields App (1) can be configured (2) and utilized from within the CloudSET Apps Library.

*Note: the configurator can also be invoked from within the CloudSET Widgets Library (3) where it is know as Hide Custom Fields and Tags, since the configuration settings will apply to the use of the corresponding Widget in Web Portal.

Select the Tags to Hide

For each custom field (1) it is possible to hide the associated Tag (2) in all Ticket forms by selecting the corresponding checkbox (3).

It is also possible to hide individual tags by name (4), or "tag families" where the tag value includes the string specified in this box (5).

Remember to click the Save button (6) to apply the settings otherwise they will be lost when navigating away from the configurator.

The Save button will briefly change to display the text Saving... and any errors will be reported back in the dialog.

If no errors are reported, simply close the dialog (7), otherwise contact Coherence Design for support.

Close the dialog once the mappings have been saved (7).

*Note: strings in the Tag Families box must be separated by a space.

Confirm Tags are now Hidden

Notice that the Tags for the selected custom fields are no longer visible on the Ticket form in the Web Portal (1), although they still exist for the Ticket and so can still be used for searches and reports.

Also notice that all manually created Tags and those for any custom fields that haven't been hidden are still visible in the form (2).

*Note: at the time of writing this manual it was not possible to hide tags in the New Agent Interface and so the configurations will only take effect in the Web Portal.

Select the Custom Fields to Hide

For each custom field (1) it is possible to opt to unconditionally hide the field (2) in all Ticket forms by selecting the corresponding checkbox (3).

Note: this should not be confused with the functionality provided by the Conditional Fields (App, Widget).

Remember to click the Save button (4) to apply the settings otherwise they will be lost when navigating away from the configurator.

The Save button will briefly change to display the text Saving... and any errors will be reported back in the dialog.

If no errors are reported, simply close the dialog (5), otherwise contact Coherence Design for support.

Close the dialog once the mappings have been saved (5).

Notice that the custom field named "Request Type" is no longer visible in the Ticket form (1), although it does still exist hidden from view.

The configurations will also take effect in the New Agent Interface allowing ticket fields to be unconditionally hidden here also.

Hide Custom Fields and Tags (App, Widget)

Sub Banner

Hide Custom Fields and Tags (App, Widget)

Hide Custom Fields and Tags provides both and APP and a Widget enables the visibility of individual custom fields and/or associated Tag values to be switched on or off for all Tickets.

This is useful when a custom field is used to hold background or system information that is of no relevance of value to the End_User or Agent, or hiding Tags associated with custom field values that serve now real purpose.

*Note: at this time it isn't possible to hide tags in the Agent Interface, so much of this lesson focuses in the main part on the Ticket form within the Web Portal. However, this functionality will be rolled out for the Agent Interface once the capability has been deployed by Zendesk.

Custom Field Option Value Tags

For each Field option created for a custom field, a corresponding Tag must be specified to categorize or classify a Ticket for use during searches and reports.

Tags are Displayed in the Ticket Form

By default these Tags are displayed on the form for all Tickets that have selected the corresponding custom field option (1), serving no real value to the Agent processing the Ticket.

It is also often the case that additional tags are applied by various background operations and web services (2) that are also of no value to the Agent and if removed might result in undesirable consequences.

Configure the Hide Custom Fields and Tags

*Note: if you haven't already done so, before attempting to configure this App please familiarize yourself with the section of this manual describing the deployment and configuration of Apps.

Once deployed and installed the Hide Custom Fields App (1) can be configured (2) and utilized from within the CloudSET Apps Library.

*Note: the configurator can also be invoked from within the CloudSET Widgets Library (3) where it is know as Hide Custom Fields and Tags, since the configuration settings will apply to the use of the corresponding Widget in Web Portal.

Select the Tags to Hide

For each custom field (1) it is possible to hide the associated Tag (2) in all Ticket forms by selecting the corresponding checkbox (3).

It is also possible to hide individual tags by name (4), or "tag families" where the tag value includes the string specified in this box (5).

Remember to click the Save button (6) to apply the settings otherwise they will be lost when navigating away from the configurator.

The Save button will briefly change to display the text Saving... and any errors will be reported back in the dialog.

If no errors are reported, simply close the dialog (7), otherwise contact Coherence Design for support.

Close the dialog once the mappings have been saved (7).

*Note: strings in the Tag Families box must be separated by a space.

Confirm Tags are now Hidden

Notice that the Tags for the selected custom fields are no longer visible on the Ticket form in the Web Portal (1), although they still exist for the Ticket and so can still be used for searches and reports.

Also notice that all manually created Tags and those for any custom fields that haven't been hidden are still visible in the form (2).

*Note: at the time of writing this manual it was not possible to hide tags in the New Agent Interface and so the configurations will only take effect in the Web Portal.

Select the Custom Fields to Hide

For each custom field (1) it is possible to opt to unconditionally hide the field (2) in all Ticket forms by selecting the corresponding checkbox (3).

Note: this should not be confused with the functionality provided by the Conditional Fields (App, Widget).

Remember to click the Save button (4) to apply the settings otherwise they will be lost when navigating away from the configurator.

The Save button will briefly change to display the text Saving... and any errors will be reported back in the dialog.

If no errors are reported, simply close the dialog (5), otherwise contact Coherence Design for support.

Close the dialog once the mappings have been saved (5).

Notice that the custom field named "Request Type" is no longer visible in the Ticket form (1), although it does still exist hidden from view.

The configurations will also take effect in the New Agent Interface allowing ticket fields to be unconditionally hidden here also.

Hide Custom Fields and Tags (App, Widget)

Sub Banner

Hide Custom Fields and Tags provides both and APP and a Widget enables the visibility of individual custom fields and/or associated Tag values to be switched on or off for all Tickets.

This is useful when a custom field is used to hold background or system information that is of no relevance of value to the End_User or Agent, or hiding Tags associated with custom field values that serve now real purpose.

*Note: at this time it isn't possible to hide tags in the Agent Interface, so much of this lesson focuses in the main part on the Ticket form within the Web Portal. However, this functionality will be rolled out for the Agent Interface once the capability has been deployed by Zendesk.

Custom Field Option Value Tags

For each Field option created for a custom field, a corresponding Tag must be specified to categorize or classify a Ticket for use during searches and reports.

Tags are Displayed in the Ticket Form

By default these Tags are displayed on the form for all Tickets that have selected the corresponding custom field option (1), serving no real value to the Agent processing the Ticket.

It is also often the case that additional tags are applied by various background operations and web services (2) that are also of no value to the Agent and if removed might result in undesirable consequences.

Configure the Hide Custom Fields and Tags

*Note: if you haven't already done so, before attempting to configure this App please familiarize yourself with the section of this manual describing the deployment and configuration of Apps.

Once deployed and installed the Hide Custom Fields App (1) can be configured (2) and utilized from within the CloudSET Apps Library.

*Note: the configurator can also be invoked from within the CloudSET Widgets Library (3) where it is know as Hide Custom Fields and Tags, since the configuration settings will apply to the use of the corresponding Widget in Web Portal.

Select the Tags to Hide

For each custom field (1) it is possible to hide the associated Tag (2) in all Ticket forms by selecting the corresponding checkbox (3).

It is also possible to hide individual tags by name (4), or "tag families" where the tag value includes the string specified in this box (5).

Remember to click the Save button (6) to apply the settings otherwise they will be lost when navigating away from the configurator.

The Save button will briefly change to display the text Saving... and any errors will be reported back in the dialog.

If no errors are reported, simply close the dialog (7), otherwise contact Coherence Design for support.

Close the dialog once the mappings have been saved (7).

*Note: strings in the Tag Families box must be separated by a space.

Confirm Tags are now Hidden

Notice that the Tags for the selected custom fields are no longer visible on the Ticket form in the Web Portal (1), although they still exist for the Ticket and so can still be used for searches and reports.

Also notice that all manually created Tags and those for any custom fields that haven't been hidden are still visible in the form (2).

*Note: at the time of writing this manual it was not possible to hide tags in the New Agent Interface and so the configurations will only take effect in the Web Portal.

Select the Custom Fields to Hide

For each custom field (1) it is possible to opt to unconditionally hide the field (2) in all Ticket forms by selecting the corresponding checkbox (3).

Note: this should not be confused with the functionality provided by the Conditional Fields (App, Widget).

Remember to click the Save button (4) to apply the settings otherwise they will be lost when navigating away from the configurator.

The Save button will briefly change to display the text Saving... and any errors will be reported back in the dialog.

If no errors are reported, simply close the dialog (5), otherwise contact Coherence Design for support.

Close the dialog once the mappings have been saved (5).

Notice that the custom field named "Request Type" is no longer visible in the Ticket form (1), although it does still exist hidden from view.

The configurations will also take effect in the New Agent Interface allowing ticket fields to be unconditionally hidden here also.

Hide Custom Fields and Tags (App, Widget)

Sub Banner

Hide Custom Fields and Tags (App, Widget)

Hide Custom Fields and Tags provides both and APP and a Widget enables the visibility of individual custom fields and/or associated Tag values to be switched on or off for all Tickets.

This is useful when a custom field is used to hold background or system information that is of no relevance of value to the End_User or Agent, or hiding Tags associated with custom field values that serve now real purpose.

*Note: at this time it isn't possible to hide tags in the Agent Interface, so much of this lesson focuses in the main part on the Ticket form within the Web Portal. However, this functionality will be rolled out for the Agent Interface once the capability has been deployed by Zendesk.

Custom Field Option Value Tags

For each Field option created for a custom field, a corresponding Tag must be specified to categorize or classify a Ticket for use during searches and reports.

Tags are Displayed in the Ticket Form

By default these Tags are displayed on the form for all Tickets that have selected the corresponding custom field option (1), serving no real value to the Agent processing the Ticket.

It is also often the case that additional tags are applied by various background operations and web services (2) that are also of no value to the Agent and if removed might result in undesirable consequences.

Configure the Hide Custom Fields and Tags

*Note: if you haven't already done so, before attempting to configure this App please familiarize yourself with the section of this manual describing the deployment and configuration of Apps.

Once deployed and installed the Hide Custom Fields App (1) can be configured (2) and utilized from within the CloudSET Apps Library.

*Note: the configurator can also be invoked from within the CloudSET Widgets Library (3) where it is know as Hide Custom Fields and Tags, since the configuration settings will apply to the use of the corresponding Widget in Web Portal.

Select the Tags to Hide

For each custom field (1) it is possible to hide the associated Tag (2) in all Ticket forms by selecting the corresponding checkbox (3).

It is also possible to hide individual tags by name (4), or "tag families" where the tag value includes the string specified in this box (5).

Remember to click the Save button (6) to apply the settings otherwise they will be lost when navigating away from the configurator.

The Save button will briefly change to display the text Saving... and any errors will be reported back in the dialog.

If no errors are reported, simply close the dialog (7), otherwise contact Coherence Design for support.

Close the dialog once the mappings have been saved (7).

*Note: strings in the Tag Families box must be separated by a space.

Confirm Tags are now Hidden

Notice that the Tags for the selected custom fields are no longer visible on the Ticket form in the Web Portal (1), although they still exist for the Ticket and so can still be used for searches and reports.

Also notice that all manually created Tags and those for any custom fields that haven't been hidden are still visible in the form (2).

*Note: at the time of writing this manual it was not possible to hide tags in the New Agent Interface and so the configurations will only take effect in the Web Portal.

Select the Custom Fields to Hide

For each custom field (1) it is possible to opt to unconditionally hide the field (2) in all Ticket forms by selecting the corresponding checkbox (3).

Note: this should not be confused with the functionality provided by the Conditional Fields (App, Widget).

Remember to click the Save button (4) to apply the settings otherwise they will be lost when navigating away from the configurator.

The Save button will briefly change to display the text Saving... and any errors will be reported back in the dialog.

If no errors are reported, simply close the dialog (5), otherwise contact Coherence Design for support.

Close the dialog once the mappings have been saved (5).

Notice that the custom field named "Request Type" is no longer visible in the Ticket form (1), although it does still exist hidden from view.

The configurations will also take effect in the New Agent Interface allowing ticket fields to be unconditionally hidden here also.