Possible Queries:
- I am trying to update a value in a field but I cannot see it. Why?
- I am trying to update a field but the field doesn't seem to load. How can I fix this?
- The ticket properties section is not loading as expected. How can this be fixed?
Resolution Path:
1. I am trying to update a value in a field but I cannot see it. Why?
If the customer mentions that they are unable to see a value in the field, you can suggest them check if they have installed the Set Ticket Fields app in their account. If yes, the customer would have configured a rule that would hide a drop-down choice value that might be causing this.
If they have not installed any apps, we can suggest the customer check if:
-> It's specific to a ticket or for all tickets.
-> All the agents are facing a similar issue.
-> It's happening across all browsers/incognito mode.
-> If the issue persists, we can suggest them share the HAR file when clicking on the drop-down field with us for further investigation.
-> Check the logs using the X-Request ID obtained from the HAR file and look for the recent tickets.
-> If further analysis is required, raise an L2 ticket.
2. I am trying to update a field but the field doesn't seem to load. How can I fix this?
If the customer mentions that if a ticket field is not displayed when opening a ticket, we can suggest them check if they have installed the Hide fields app or the Hide or Disable fields based on user roles app in their Freshdesk account. If yes, the customer would have configured a rule that would hide a drop-down choice value that might be causing this.
If the customer has not installed any of the apps, you can follow the steps as mentioned in the above question.
3. The ticket properties section is not loading as expected. How can this be fixed?
If a customer mentions that none of the ticket properties are loading when opening a ticket, you can follow the troubleshooting steps as mentioned in question number 1 for further investigation.