Creating a Ticket Form for a Specific User Group

Not all ticket forms need to be visible to everyone. A ticket forms could be designed specifically for employee use, such as reporting IT issues, requesting classroom equipment, or submitting internal facility requests.

To prevent folks external to the organization (such as parents or customers) from using the internal forms, admins can restrict visibility so that only staff members in designated groups can see and use the internal ticket form.

Use case example

Imagine a company with two forms:

  • General Support Form – available to all for everyday issues
  • Internal Request Form – available only to the employees of the organization

How to restrict a ticket form to a group

By default, all users have access to all ticket forms on the Help Center page. To restrict a form to a specific group, follow these steps:

Step 1: Create the group

(Skip if the group already exists)

  • The recommended method for assigning multiple users to the correct group is through a CSV import. This process can create and update users in bulk, and will also create any missing groups automatically.
  • Alternatively, a group can be manually created, and users assigned to groups individually:
    • First, create the group (if not yet created):
      1. Click on the grid icon on the upper right
      2. Select Contacts
      3. Select Contact groups
      4. Select + new
      5. Enter group name
      6. Click save

Step 2: Assign users to a group

  1. Click on the grid icon on the upper right
  2. Select Contacts
  3. Click on the user's profile
  4. Go to role and permissions
  5. Scroll down to Group Access
  6. Click on the pencil icon to configure the user's group
  7. Select the desired group
  8. Repeat for all intended users

Step 3: Create a dedicated queue (if needed)

In simple terms, a queue is a ticket category.

  1. Go to Admin Settings > Tickets > Queues
  2. Select +new in the top right corner
  3. Enter a name for the queue
  4. Click save

Step 4: Restrict the Ticket Form

  1. Go to Admin Settings > Tickets > Forms & fields
  2. Select the form to be restricted
  3. Navigate to the >_fields tab
  4. Select the Queue (ticket_queue_id) field
  5. Expand Options
  6. Set the Default value to the new queue
  7. Save changes and ensure users cannot edit this field

Step 5: Update Group Access Rights for the Queue

  1. Go to Admin Settings > Contacts > Groups
  2. On the new group row, click the padlock icon to edit permissions
  3. Grant access only to the new queue
  4. This ensures that only the designated group can use the restricted ticket form