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  2. Productivity Tips & Tricks

How to reorder ticket fields in the ticket details page?

Published: Dec 26, 2023

In the tickets details page, the mentioned system fields configuration comes with default settings.
These default system settings cannot be edited, and no option to reorder them. Other fields, other than the mentioned fields, can be reordered.

  1. Status
  2. Assignee
  3. Response Due
  4. Resolution Due
  5. Tags
  6. Visibility
  7. CC

If Agent can edit is unchecked, the field will only appear as a read-only field on the ticket detail page.

Agent_can_edit_Unchecked.png

Removing the “Type” field from the ticket form

If you do not want the field Type, you can completely remove it from the ticket form.
Once the field is removed from the ticket form, it will not be visible on the tickets detail page. Additionally, other system fields cannot be removed from the ticket form.

remove_type_field.png

Related articles

  1. How to Manage Fields and Forms?
  2. How to reorder ticket form fields?
  3. How to Dynamically Show or Hide a Field in a Form using Field Display Conditions?
  4. Customizing ticket form based on brand.
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Comments (1)
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PE
Patrick Esmonde

The ability to hide these fields will improve the UI since our organization does not use many of these fields.  At the very least, I should be able to put them at the bottom, below our custom fields that we have tied to automations.  I'm not sure why tags for example is critical to a ticket.  Assignee makes sense since that's how tickets flow, but tags is too unstructured for our org and I don't want it cluttering up the UI.  I'd like to request the ability to hide whatever fields we want, or at the very least, reorder them below others.
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