Product Request: Use User Segments to restrict access to Ticket Forms

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

User Segments currently exist to restrict access in a Help Centre to specific articles. I would like to apply User Segments to access Ticket Forms.

This would impact Customers accessing our Support Portal.

What problem do you see this solving? (1-2 sentences) 

One of our core business segments is supporting large enterprise tier customers. Within this segment of customers, we have dedicated Ticket Forms that only certain sets of these customers should see. For example, members of a companies Fraud team should have the option to use ticket forms relating to Fraud, but other members of that organisation should not.

At present the workaround for this are to make code level changes for the Help Centre theme to check for a users associated tags and remove Ticket Forms based on that. This is tedious, at risk of error and unclear if it impacts performance / security on the Help Centre.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This is a recurring problem for our company and we have had to rely on the workaround mentioned above. As we deal with larger customers, they have asked for more complex levels of user permissions that can be managed to restrict access to certain items.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Workaround mentioned above - we set tags at an Organisation or User level and update the Javascript on our HC theme to remove a Ticket Form based on who is attempting to access the form.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

The most straightfroward solution would be allow User Segments to apply to Ticket Forms - this should be available at a Brand level, as the same Form may be used on multiple Branded Help Centres, but be available to different User Segments.