Custom fields: visibility for agent groups
Usedesk now allows you to display custom fields to specific agent groups.
Previously, visibility of custom fields could be configured through conditions related to agent groups. However, these conditions were tied to tickets and depended on the assigned agent. This limited usage scenarios: a field would be shown or hidden based on the assignee, rather than on who is currently working with the ticket.
Now, each custom field includes a separate setting — visibility by agent groups. You can choose which groups have access to the field, regardless of the ticket assignee.
Important: the new “Show custom fields” parameter affects field visibility only in the new design — the new version can be enabled upon request via support@usedesk.com
Read more about the new design and how it differs from the old one in the following articles: new ticket list design, new ticket card design, new chat design.
This update allows scenarios that were previously impossible or required workarounds.
For example, a team lead fills in a dedicated custom field in tickets (for internal analytics, quality control, etc.). At the same time:
- the team lead is not the ticket assignee;
- support agents work with the tickets directly;
- the field should only be visible to the team lead and should not distract other agents.
With the new setting, the team lead can see and fill in the field, while it remains hidden from other agents.
Important notes
- A field can still participate in system processes even if it is hidden (e.g. automatically assigning tags, or being used in filters and rules).
- System comments about field activity (e.g. value changes) are hidden from agents who do not have access to the field.
- Tags assigned via the field remain visible to all agents.