The Hide Ticket Forms App is a simple app designed to make it possible to hide ticket forms. There may be a variety of use cases for hiding forms, with some recent examples being:
- Different groups of agents have different forms requirement, and so forms that are not needed by Team A should be hidden from their view.
- Forms being built specifically inside of Help Centre that are not needed in the Agent Interface, and these can be hidden from the agents.
- Certain user roles may not need access to all forms, and so using the app can hide the forms from them, such as Light Agents vs Regular agents or admins.
The app has a very simple set up, with just one field in the settings page which needs to be configured: Form IDs to hide. Include a comma-separated list of all form IDs that need to be hidden, as seen in the screenshot below. Then, whenever a ticket loads for the user, those forms will be hidden from view.
In order to find the form ID, you can go to the Admin settings > Objects and rules > Tickets > Forms and choose the specific form that should be hidden. Once clicking on the form, you can find the ID for that form in the URL, as shown in the example below.
The forms will be hidden from all users that have the app activated. In case only certain groups or roles need to have the forms hidden, so the Enable role restrictions or Enable group restrictions setting can be used. In case certain teams or roles have different requirements, the app can be installed multiple times, enabled for each team as needed.
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