Change ticket templates

[fry72]

Hello!
How can i change templates of new tickets? I mean i can add new fields with "Additional field" in menu, but i can't understand, how i can delete some fields in different categories. For example i need to remove field "topic" in some categories

[Klemen]

When creating (or editing) a custom field (Admin > Tools > Custom fields) look at the bottom of the form - you will see :

Category
- All
- Selected

Click "Selected" and a box of all the categories will show up.

Select the categories you want the custom field to display in, then save custom field.

Note: you can select multiple categories by pressing CTRL + mouse click in your browser.

[fry72]

Yes, thank you.
But i mean different customization. By Default settings in heck we have Name, email, Topic, Big text field and attachments without any other fields.
But in other categories i need to hide topic and big text field. I want to leave only custom fields

[Klemen]

There's no built-in way to do that.

You can hide the Subject and Message in Admin > Settings > Help desk > look under "Features" (Require subject, require message), but it will hide it in all categories.

Maybe you can then use a custom filed for the message in the categories you need it.

[fry72]

So sad... but anyway, thank you for your help