Troubleshooting ticket form visibility issues

Issue

Users encounter problems when creating tickets. Specifically, they cannot find or choose a particular ticket form from the provided drop-down menu. Furthermore, the desired ticket form is not available to be embedded in a website.

Solution

This issue often occurs when non-logged-in users lack access to the ticket queue set the desired ticket form.

Troubleshooting Steps

1. Check Ticket Form Settings

• Ensure the ticket queue field is visible and editable by the end user.
• This confirms the user has necessary permissions to edit the ticket queue field.

2. Configure Default Value

• If the ticket queue field is not visible and editable by the end user, configure a default value in the backend.
• Without a default value, the form is treated as unusable by non-logged-in users.
• The form will not be available for selection.

3. Verify Default Queue Access

• If a default queue is set but the form is still not visible, confirm non-logged-in users can access it.
• Navigate to **Admin settings > Contacts > Groups**.
• Find the group “Non-logged-in users.”
• Verify that non-logged-in users have access to the queue set as the default value in your ticket form.

4. Resolution

To fix the issue, either:

• Add access to the default ticket queue for the "Non-logged-in users" group, or
• Make the ticket queue visible and editable by end users so they can change it.