We have developed a custom app to hide ticket fields on the agent side based on the selected ticket form. This app ensures that only the fields relevant to the form are displayed, while others remain hidden. However, we are encountering an issue where ticket updates fail because the required fields are hidden. our team’s efforts to resolve this, we haven’t been successful. The problem is that custom field values are not retrievable during the ticket properties updated event in Freshdesk. We are looking for any possible way to bypass the required ticket fields on the agent side during the ticket update event.
Hey @jagadheesh,
For enabling the custom fields for ticket update event in the Serverless environment, you can raise a request via DevAssist portal.