How to limit a ticket form to specific users (groups)

By default, all users possess access to all ticket forms available on the HelpCenter page for the creation of new tickets. However, it is possible to restrict the visibility and availability of specific ticket forms to designated user groups only.

The following procedure outlines the steps required:

  1. If a designated group for the intended users does not yet exist, it is necessary to create a new group. This can be accomplished by navigating to Admin Settings > Contacts > Groups and selecting the “+new” button located at the top right. Enter the desired group name in the subsequent popup window and select the “save” button. If a suitable group already exists, this step may be omitted.
  2. Navigate to Admin Settings > Contacts > Contacts list and locate the intended user. Select the ‘roles and permissions’ tab, and within the 'Group Access' section, select the edit icon (pencil) to assign the user to the desired group. Repeat this process for all users intended to be added to this group.
  3. Create a queue specifically designated for the intended group's use when creating new tickets. This can be achieved by navigating to Admin Settings -> Tickets -> Queues, then selecting the “+new” button at the top right. Enter the queue name in the popup window and select the “save” button.
  4. Navigate to Admin Settings > Tickets > Forms & fields and select the ticket form intended to be shared exclusively with the designated group. Select the ‘>_fields’ tab at the top and select the Queue (ticket_queue_id) field, expand the “Options” settings, and in the “Default value” field, select the newly created queue name and select the ‘save’ button. Ensure that the visibility and edit options for this ticket form are disabled to prevent users from altering the designated queue.
  5. Lastly, it is necessary to modify group access rights for queues. Navigate to Admin Settings > Contacts > Groups. On the new group row, select the edit icon (padlock) at the far right and select the new queue name to grant access, ensuring that this special queue is accessible only by users assigned to this group.