Sweethawk Hide Fields App exposing CoPilot Fields

How to Re-Hide Zendesk CoPilot Fields Exposed by the SweetHawk Hide Fields App

We've recently become aware that certain fields associated with Zendesk CoPilot—specifically Intent, Intent Confidence, Language, Language Confidence, and their duplicates—have become visible in the agent interface, despite being previously managed by the SweetHawk Hide Fields app.

These fields are typically backend data points that agents do not need to see for daily workflow efficiency. If they have appeared on your tickets, you can quickly and easily re-hide them using the SweetHawk Hide Fields app settings.

Quick Fix: Re-Hiding the CoPilot Fields

The SweetHawk Hide Fields app is designed to provide a simple way to remove clutter from the agent's ticket view. To re-hide the newly exposed CoPilot fields, please follow the simple steps below.

Required Permissions: You must be a Zendesk Administrator to perform these steps.

Step 1: Access the SweetHawk Hide Fields App Settings

1. Navigate to your Zendesk Admin Center.
2. In the sidebar, go to Apps and Integrations > Apps > SweetHawk Hide Fields.
3. Click on the App Settings tab.

Step 2: Select the Fields to Hide

The app interface will display a list of all your available ticket fields. You will need to check the boxes next to the exposed CoPilot fields.

Field Name to Check:

IntentIntent

Confidence

Language

Language Confidence

Step 3: Save Your Changes

1. Scroll to the bottom of the App Settings page.
2. Click the Save button.

The application will now re-apply the hiding logic, and the selected Zendesk CoPilot fields will be hidden from your agent interface, restoring a cleaner workspace.