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I have a couple of helpdesk teams. Is there a way I can use a single website form and direct the ticket to a certain team based on a customer input? Like the customer using a drop down menu to choose an "inquiry type" and the chosen field directs the ticket.
v16
Here is my setup. It automatically sorts when the ticket is created, as well as changing teams if we change the team on back end.
Yes, it is possible to modify the form to create ticket for a specific team. Here are a couple of ideas you might have to apply specific to your need.
1. Edit the form to select the team you wish to create the ticket in. You could possibly have multiple forms or blocks, each creating ticket in a different team. Or set the visibility of a block based on condition
2. Could add a selection field on the form. This select is updated on the description field of the ticket on creation. You could possibly use an automated action to assign a helpdesk team
3.You could also use studio to create custom forms https://www.youtube.com/watch?v=se4K7c4C_CE
Hope this helps to start developing your specific solution
This worked perfectly. I used the "Types" configuration to specify the inquiry type as a pull down in the website form. Then, I created an automation that referenced the "type_id" field and upon creation or update would change the HelpDesk Team to the proper team. Thank you.
Hello,
I understand how you modified the website form for this specific case, but what about the automated action? How should the model, trigger/trigger fields or the action type be set for this case?
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