I just ran into the problem that when using the Outlook add-in.
Tthe default form actually was used to create the ticket, and the default form in our case determines which group is going to have the ticket (so it ends up in a different brand).
Now, we have agents in different groups (and brands) that do this, but since it seems that the form cannot be changed in the Outlook addin (or chosen), we have all agents creating tickets in our IT group/brand, instead of their respective one (say HR)
Anybody else has come across that? Possible solutions or feedback for me?