Can I restrict a ticket form to agents in a specific group?

Question

Can I restrict a ticket form so that it can only be used by agents in a specific group?

Answer

There is no way to restrict the ticket form to a group, or set of groups. Alternatively, create a trigger to identify any ticket update where an assignee attempts to use a ticket form which they are not allowed, based on their group.

Use this same logic to prevent agents from using a ticket form that belongs to a different brand. In this case, each brand would be supported by a specified group and these groups would then be restricted to specific brand's forms. 

For more information on ticket forms, see the article: Creating multiple ticket forms.

To create this workflow

1. Create a new trigger
2. Add the below conditions under Meet ALL of the following conditions:
   • Object > Ticket > Group | Is | Your agent's group
   • Object > Ticket > Form | Is | Your form
3. Add the below conditions under Meet ANY of the following conditions:
   • Object > Ticket > Ticket | Is | Created
   • Object > Ticket > Ticket | Is | Updated
   
4. Add the below under Actions:
   • Object > Ticket > Form | (default form)
   • Other > Notify by > User email | Ticket > (assignee)
   • Add your custom Email subject and Email body to inform the assignee that they can't use the selected form
5. Click Create trigger
   

For more information on, see the article: Creating and managing triggers for ticket updates and notifications.