You can integrate Freshdesk with the app called 'Hide/Disable Ticket Fields'.
When there are several irrelevant default and custom Ticket fields it is time-consuming for an agent to scroll through these fields while creating/updating a ticket. All Ticket fields except the mandatory fields will be available to Hide and/or Disable.
- Ability to display tickets fields relevant to agents
- Useful when a ticket field is used to hold background information that is of no relevance of value to an agent
- Reduce unnecessary clutter on agents’ interface
- Improve agents’ productivity
Refer this link for more details.