Feature Request: Only show secure field masking when the field contains data
Currently, secure fields always display asterisks regardless of whether the field is empty or contains data. This creates a poor user experience because users have to click into every secure field just to check whether it has been filled in.
Proposed improvement: Only show the asterisk masking when a secure field is non-empty (or offer this as a configurable option).
The problem in practice
Because there’s no visual distinction between an empty secure field and a populated one, I’ve had to build a workaround: a Yes/No field that users must answer before submitting a support ticket. Answering “Yes” grants access to the secure fields, and in Help Desk, the card containing those fields is conditionally shown based on that answer.
This workaround breaks down in a few key areas:
- Internal ticket submissions — The dependency logic doesn’t apply, so users can fill in a secure field without answering the Yes/No question.
- Multiple secure fields — We have both a text field and a file upload field. If a user only fills one, both still appear in the card with asterisks, making it impossible to tell which has data.
The fix
Simply don’t show asterisks when a secure field is empty. This one change would eliminate the need for the workaround entirely and make the experience significantly cleaner for both agents and customers.