Group/Form Rule (association)

The Hide.fy app provides association rules that act contextually, considering hierarchies and relationships between Zendesk elements. The Group/Form Association rule allows defining which forms will be available according to the group responsible for the ticket.

Overview of the Group/Form Association Rule

The Group/Form Association rule allows configuring, for each group, how each ticket form will be presented. For each combination of group and form, it is possible to define whether the form will be:

• Visible for use
• Hidden from the form list
• Disabled for selection

This configuration is evaluated in the context of the group selected in the ticket, offering more precise control than the individual Form rules.

Hierarchy and Behavior of Rules

Association rules follow a hierarchical model. When a group is active, its visibility rules for associated forms are automatically considered.

If there are conflicting individual rules, they may override the association rules. For this reason, it is recommended to structure the rules consistently, minimizing overlap and ambiguities.

Practical Operation

When configuring the Group/Form Association rule, Hide.fy evaluates the group assigned to the ticket and dynamically adjusts the list of available forms.

For example, a Tier 1 group may have access only to simplified forms, while Tier 2 or Tier 3 groups may view more technical or advanced forms.

This way, each group works exclusively with forms aligned to its level of operation and responsibility.

Main Use Cases

The Group/Form Association rule is indicated for the following scenarios:

• Restriction of technical forms for advanced support groups
• Simplification of forms for first-level teams
• Prevention of misuse of forms outside the correct flow
• Standardization of categorization by service group

This approach reduces operational inconsistencies and improves the quality of data generated in Zendesk.

How to Use the Group/Form Association Rule

To access the Group/Form Association rule, locate the Hide.fy app in the left sidebar navigation menu of Zendesk. When opening the app, go to the Dashboards area.

Within the dashboards, select the Group/Form menu located in the Association Rules section.

Upon accessing this menu, a hierarchical view will be displayed where groups appear as main items. Each group can be expanded to show the associated forms.

For each form listed under a group, the Visibility column provides a dropdown where the administrator can set the desired condition.

Based on the applied configuration, the form will be displayed, hidden, or disabled only when that specific group is selected in the ticket.

Operational Benefits

With the Group/Form Association rule correctly configured, the operation will have:

• Forms aligned to the service level of each group
• Reduction of categorization errors
• Greater governance over ticket flows
• More objective experience for agents

This functionality is especially recommended for Zendesk operations structured by support levels or specialties, where contextual control is essential.