Show ticket field in Zoho Desk only if that same field is not empty (API‑created records)
Zoho Team ,
We have a ticket workflow where every ticket is created via API based on dynamic logic from an external form. That form has complex logic and already decides what’s relevant to ask, and the API only populates fields in Zoho Desk based on that logic.
Our goal: in the Zoho Desk UI, we’d like to only display fields that were actually filled via API. Specifically:
-
If
Field Awas populated, showField A. -
If it remains blank, don’t show it in Desk.
-
However, we don’t have any other field driving visibility—we want that field’s own value to be the condition.
As far as I can see, Layout Rules don’t allow using a field’s own value to control its visibility. You can’t say: “Show Field A if Field A is not empty.”
Use case justification:
-
All logic is driven externally.
The user/agent should not be able to update values after submission
-
Hiding irrelevant data improves agent productivity.
-
Avoids clutter and irrelevant blank fields.
Questions:
-
Will Zoho consider this for future enhancements?
-
Are there any native workarounds or any extensions that can help with this?
We’d love to see this supported.
Topic Participants
Mikhail Koval
Shivani | Zoho Desk
Alfred De Rose
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