we would like to have an option to hide the "new request" menu option from specific groups. Since we are only providing 3rd level support for our customers, we have certain requirements which the customers have to fullfill in order to receive support. We can depict that by using a keyword for those users and put them in a group in Zendesk guide, but we cannot hide the formfrom them afterwards.
I think this might be possible by changing the code of the template, but as far as iam aware, we would not get any updates from Zendesk by changing the code of the default template, so this is not really an option.
Thanks and have a nice day,
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