Many SweetHawk apps use Zendesk ticket fields behind the scenes. There's a heap of benefits as to why we create apps like this, for example, being able to use the data in those fields throughout the rest of Zendesk such as in macros, triggers, views etc.
For more information on those ticket fields and their benefits, check out this article.
Normally you don't have to worry about those ticket fields getting in the way of your day to day ticket duty because the app is designed to also hide those fields. However, if you've restricted the app to not work for some agents, it means that the app is also not able to hide the fields.
As such, we've released a free app on the marketplace called Hide Ticket Fields.
Here is a video of the problem and how the app allows you to solve it...