Contacts can now select the Contact Group for which the ticket is being created.The Contact Group field will be visible in the Submit Ticket form only after a contact logs into the contact portal.

The Contact Group field will be made available in the new ticket form. The contact can view the list of Contact Groups that s/he is part of. The primary contact group will be defaulted in the Contact Group field.

The Contact Group information displayed in the agent portal ticket details sidebar will reflect the value selected by the Contact.
 

Enabling contact group in the new ticket form

Prerequisite: The feature setting View contact group information in tickets should be enabled. Goto Account Settings > Feature Settings > View contact group information in tickets

Steps:

1. The field can be turned on for a specific brand using the below steps:
2. Goto Support Center > Contact Portal > Preferences 
3. Go to the Ticket Visibility Options section. 
4. Enable the Show Contact Group Selection to Contact setting
5. For all existing and new customers this setting will be disabled by default.
6. When the above setting is turned on, Display for contact option will be automatically enabled for the Contact Group field in Account Settings >New Ticket layout 
7. Both the settings should be enabled for the Contact Group field to be displayed in Contact Portal.