How to show certain fields in Helpdesk while creating new Ticket?

Frappe Helpdesk
1

Enable Customer Ticket Type Selection in Helpdesk

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Problem

Customers can only set ticket Subject and Description. The Ticket Type field is hidden and only agents can set it.

Root Cause

The helpdesk app uses HD Ticket Template with a hide_from_customer flag that controls field visibility. By default, ticket_type field is hidden from customers.

Solution

Steps:

  1. Navigate to: Helpdesk > Setup > HD Ticket Template
  2. Open: “Default” template
  3. Add new row in Fields table:
    • Field (fieldname): ticket_type
    • Required: Check if mandatory
    • Hide from customer: ☐ UNCHECK THIS (key step!)
    • Placeholder: Select ticket type (optional)
  4. Save the template

Test

  1. Customer Portal: Log in as customer → Create ticket → Verify “Ticket Type” dropdown appears
  2. Agent Portal: Verify agents can still see and modify the ticket type

Optional Settings

  • Make Required: Check “Required” in template to force selection
  • Set Default: Go to Helpdesk > Setup > HD Settings → Set “Default Ticket Type”

Result

Customers can now select ticket type (Question, Bug, Incident, etc.) when creating tickets, while agents retain full control over all fields.

1 Like
2

Hi @mohamed-ameer,

I have created custom fields in HD Ticket and HD Customer. The custom fields created in HD Ticket are displayed using the HD Ticket Template > Default, where I added the list of fields to show in the form view.

However, for HD Customer, how can I display the custom fields in the form view?

Also, how can I write a script to fetch the date value from the HD Customer record into the HD Ticket, and validate it so that if the HD Customer’s date is expired, the HD Ticket cannot be created for that customer?

Reference Link: How to show the custom fields in helpdesk form view - #5 by raj_007

Regards
Nivedha