If you use agent groups as departments (e.g., IT, Admin, and Production), each team likely handles a unique set of issues. You want to ensure agents see only categories relevant to their department, avoiding a large, cluttered list. Is it possible to hide ticket fields based on which group an agent belongs to?
Currently, NeetoDesk does not support hiding ticket fields based on agent groups. However, you can achieve the same result using the built-in Category → Subcategory cascade.
Without subcategories - one long, mixed list
With departments as category, and matching options under Subcategory 1
Use one Category field for your departments, and let the Subcategory field filter automatically based on the agent's selection.
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Set "Category" as your Department list.
List your top-level departments here: IT, HR/Admin, Production.
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Map specific options to "Subcategory 1"
Under each Category, add the specific options that belong to that department.
IT might have: Hardware, Software, Network.
Production might have: Machine Downtime, Quality Issue.
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When an agent selects "IT," the Subcategory field will instantly narrow down to show only IT-related options. This keeps the interface clean.
