How to Remove an unused field from the Help center form in Zoho Desk

How to Remove an unused field from the Help center form in Zoho Desk

Purpose

This article explains how to hide or remove fields from the Help Center ticket submission form in Zoho Desk so customers only see the required fields while creating a ticket.

Prerequisites

  • Admin access to Zoho Desk
  • Access to the relevant department
  • Help Center already enabled

Method 1: Remove / Hide Field from Help Center Form (Recommended)

Step 1: Login to Zoho Desk

  2. Login with your Admin credentials

Step 2: Navigate to Setup

  1. Click on the Setup (⚙️)
    icon in the top-right corner
  2. Select Customization
  3. Click on Layouts and Fields

Step 3: Select the Department

  1. Choose the Department for which the Help Center form applies
  2. Select Tickets
  3. Open the active Ticket Layout

Step 4: Edit Field Visibility

You have two options:

Option A: Hide Field from Help Center Only

  1. Click on the field you want to remove




  1. Disable or uncheck “Show in Help Center”


  1. Click Save

✅
This keeps the field visible internally for agents but hides it from customers.

Option B: Remove Field Completely

  1. Drag the field out of the layout
    OR
  2. Click the Delete (🗑️)
    icon (only for custom fields)
  3. Save the layout

⚠️
Note: System fields cannot be deleted, only hidden.

Step 5: Save the Layout

  1. Click Save after making changes
  2. Publish the layout

Step 6: Verify in Help Center

  1. Open your Help Center URL
  2. Click Submit a Ticket
  3. Confirm the field is no longer visible
For More details or any assistance contact - support@sysmic.in

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