When Allow contacts to be part of more than one contact group is enabled under Settings > General > Multiple Contact Groups, contacts can belong to multiple contact groups. As a result, the Contact Group field is displayed in the customer portal when creating a ticket, allowing customers to choose the contact group under which the ticket will be submitted.

With this configuration, keep the following in mind:

• Customers can select any contact group they have access to when creating a ticket.
• If no contact group is selected, BoldDesk automatically associates the ticket with the customer’s default (primary) contact group.
• If you want all tickets to be associated with the customer’s default contact group and do not want customers to manually select a contact group, you can hide the Contact Group field in the customer portal using Custom CSS.

Example Use Case

Organizations often associate customers with multiple contact groups representing different departments, subsidiaries, business units, or regions. In such scenarios, customers may be unsure which contact group to select when submitting a support request.

By hiding the Contact Group field, administrators can simplify the ticket creation process and ensure that tickets are automatically associated with the customer’s default contact group. This reduces user confusion, minimizes the risk of tickets being submitted under the wrong contact group, and helps maintain consistent ticket routing and management.

Steps to Hide the Contact Group Field

1. Navigate to Admin > Customer Portal > Advanced Customization.

2. Open the Custom CSS section.

3. Add the following CSS code:

   .contactGroup {
       display: none !important;
   }
   

4. Click Save.

5. Refresh the customer portal and verify the changes.

Before Customization

When a contact belongs to multiple contact groups, the Contact Group field is displayed on the ticket creation form, allowing the contact to select the desired contact group.

After Customization

After applying the custom CSS, the Contact Group field is hidden from the ticket creation form. Tickets will continue to be created under the contact’s default (primary) contact group.

Permission

To add custom CSS to hide the contact group in the customer portal, an agent must have the Manage Settings permission in the Admin Module assigned to their role. Explore Managing Roles and Permissions in BoldDesk.

Troubleshooting

The Contact Group field is still visible

Possible causes

• The CSS code was not saved successfully.
• Browser cache is displaying an older version of the page.
• The CSS was added outside the Custom CSS section.

Resolution

• Verify that the CSS code is added under Customer Portal > Advanced Customization > Custom CSS.
• Save the changes and refresh the page.
• Clear the browser cache or test in a private/incognito browser window.

Tickets are associated with an unexpected contact group

Possible cause: The incorrect contact group is configured as the contact’s primary contact group.
Resolution: Review the contact details and ensure the correct contact group is set as the default (primary) contact group.

Frequently Asked Questions

1. Why does the customer portal show the Contact Group field?
   The customer portal shows Contact Group when a contact belongs to multiple contact groups, so the contact can choose which contact group the new ticket should be associated with.

2. What happens if the Contact Group field is hidden?
   The ticket creation form no longer shows Contact Group, and tickets are created under the contact’s default (primary) contact group.

3. Does hiding the Contact Group field remove or change contact group membership?
   No. The Custom CSS only affects field visibility on the ticket form and does not change contact group associations.

4. Can the Contact Group field be restored later?
   Yes. Remove the CSS rule (or disable it) and save the Custom CSS to display the field again.

5. Does this affect existing tickets?
   No. This change only affects the ticket creation form behavior going forward.

6. Does this change how the default (primary) contact group is determined?
   No. Tickets continue to use whatever contact group is configured as the contact’s default (primary) contact group.

Related Articles

1. How to Configure Customer Portal Settings
2. How to Display Custom Help Text Below the Priority Field in the Customer Portal
3. Managing Roles and Permissions in BoldDesk