Feature Request: Hide ticket fields in web widget | The place for Zendesk users to come together and share
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Feature Request: Hide ticket fields in web widget

Related products:Support
  • June 6, 2020
  • 20 replies
  • 37 views
A

Based on https://support.zendesk.com/hc/en-us/community/posts/360043970893-Hide-ticket-fields-in-web-widget

Submitting on behalf of @Amy Ogborn and myself. 

Feature Request:

Add the ability to Hide ticket fields in web widget

Use Case:

This would allow Zendesk Admins to pass information into the Web Widget without having to display it to the End-User. This would also allow the passing of information into the Web Widget without the End-User making changes to the information. 

Description/Example/Use Cases/Proof of End-Users Requesting:

https://support.zendesk.com/hc/en-us/community/posts/360043970893-Hide-ticket-fields-in-web-widget

    20 replies

    A
    • Amy20
    • June 9, 2020

    Yes, please! +1

    Such a useful feature for customizing the webwidget

      J
      • Judy16
      • June 16, 2020

       YES PLEASE, I have prefilled fields that I would like to hide! 

        J
        • Jamie12
        • July 3, 2020

        Yes, please.  We have a field that is used on multiple forms but on the widget, we need this field to be hidden.

          A
          • Anthony30
          • September 23, 2020

          Please add this! We just signed up and I'm disappointed to see that this is not possible to do.

          M
          • Magnus14
          • October 19, 2020

          +1

          J
          • John108
          • January 21, 2021

          Is there an update on this? 

          I
          • Ian30
          • January 27, 2021

          +1. Yes please.

          Aya11
          • Aya11
          • February 8, 2021

          +1 please! we want the widget to be as simple as possible but some more additional fields shown in the form.

          S
          • SISTEMA11
          • March 29, 2021

          +1

          K
          • Krunal13
          • October 20, 2021

          Yes please. +1

          David114
          • David114
          • November 17, 2021

          How are we still waiting for this!!?

            T
            • Trina11
            • December 7, 2022

            Okay, at least follow the same form conditions versus showing ALL form fields. If the field wasn't shown on the customer facing form based on conditions, it shouldn't be displayed to the customer in the portal, right? Common sense??

            A
            • Agent12
            • March 5, 2024

            +1

            Anastasiya Kastsiushkina

            Hello everyone! Thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

            We wanted to let you know that the possibility to configure ticket fields in the Web Widget (Classic) depends on the subscription plan. This article may help to better understand the requirements as well as the way to configure them. However, please note that the email field cannot be removed. 

            Thank you again for your feedback and for being a valuable customer with Zendesk.

             

            Best Wishes,
            Anastasiya

            Anaida
            • Anaida
            • May 6, 2025

            has this feature request been taken care of yet? 

            Shawna James
            • Shawna JamesCommunity Manager
            • Community Manager
            • May 8, 2025
            Hey Anaida, can you expand on your question here? Are you looking to understand how to implement the solution provided by our product team above? Or do you have a different piece of feedback. Let me know how I can best assist you!
            Anaida
            • Anaida
            • May 8, 2025

            Hi Shawna, Can you direct me on how to implement the solution provided? 

            Shawna James
            • Shawna JamesCommunity Manager
            • Community Manager
            • May 8, 2025
            Hi Anaida, please review the documentation here to help get you started. If you need further assistance I can set you up with a support ticket to help you out further! 
              Anaida
              • Anaida
              • May 9, 2025

              Thanks Shawna, that was helpful! can you still create a ticket as I have few other follow up questions. Thank you! 

              Shawna James
              • Shawna JamesCommunity Manager
              • Community Manager
              • May 14, 2025
              Hi Anaida, I'm so sorry for the delay. I see you have a few support tickets open on the Web Widget already. I am happy to create another ticket I just wanted to make sure I wasn't duplicating your effort. Let me know how I can best assist you!
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