Is it possible to hide forms from specific groups?

Hey @aj54 -

I think what you're looking for is Contextual Workspaces.  Let us know if that helps!

Brandon

Thanks Brandon. But that's not what I'm needing. I had tried it previously. Needing to specifically limit what shows in the form drop down. Contextual wasn't working in that way for us, we still need to be able to see all ticket form types, just stop them from showing in the drop down that they are able to choose from. 

@aj54 I would like to understand your use case better to see if that may be possible, would you like to display certain ticket forms based on the group of your agents? Or you have a ticket field within your form with types and you would like to limit the options in that dropdown field to be visible to certain groups? 

AJ Sneed - in our organization we don't hide/show forms to specific group rather in the trigger for group assignment might as well add condition to set the form which is related to the group so in that case agents no need to manually select form each time they are filling out the ticket fields.

Just a workaround. 

Hi @aj54,

I am using the following app: Hide Dropdown Values Lite by LEAFWORKS. According to your mentioned problem the lite version (free of charge) would work. Otherwise you can also try the high end solution: Hide Dropdown Values App by Leafworks.

By the way, the people of Leafworks are also providing customized solutions in a fast way. :-)

For further information do not hesitate in contacting me.

Regards, Stephan

Like Jahn, we automagically set the ticket form based on the group a ticket is in (sometimes additional fields play in as well), and agents never need to change the form manually. We also use conditional field rules to hide/unhide some fields on forms.

If you do want to hide specific forms from the selection, I believe Stephan's suggestions would all work, we use Ticket Field Manager App for similar use cases.

I second @jacob20's note - we use Ticket field manager and it has been a huge benefit because we have multiple teams all using different forms, fields and values. The biggest benefit for us has been the ability to conditionally make certain fields read only and conditionally hide certain dropdown options, which is totally impossible using any other method afaik in Zendesk. Contextual Workspaces are ok but don't yet offer the flexibility that most teams need.