Use the Create Customer Ticket action to generate a ticket from the submission form. The options for this configuration depend on your choices for topic, subject, customer acknowledgment, and ticket body. When adding other actions, like notifications regarding the ticket, always make the ticket the first action on the button. This is required because some actions may use values generate from the ticket.
ID |
Name |
Description |
|---|---|---|
1 |
Customer Email Input |
When a user submits a form that creates a ticket, iService needs their email address. Since the form can include more than one email input you must choose the input that will be the email for the new question. |
2 |
Topic Name |
There are two options for setting the topic for the customer ticket. Use Preset Topic if all tickets go to the same topic. When you type the topic name, a mapping entry will be added to the Topics tab so you can pick the iService topic.
When you use Set by Property, the user will be presented a drop down list to choose the topic for their question. This requires a multiple choice property with each option mapped to a topic in your tenant.
In this example, we use a property named Vehicle Topic List.
This creates a property in the Workflow Properties tab that needs to be configured. We save it as a multiple choice property with two values.
The final step is to map each menu option to the corresponding topic.
|
3 |
Subject |
Every interaction must have a subject line. You can set the subject line as a preset value, or have the user type the subject into into an input on the form.
Preset Subject You can enter a subject line that will be the same for every question. You can also add variables to the subject line to insert values from the form inputs or the contact's details that might already be saved.
To insert a value from an input on the form, use:
$form -id'workflow property name'$ or $form -id'prop:workflowID:workflow property name'$
|
4 |
Interaction Tag (optional) |
Tags are used to identify questions that require a custom answer panel or for reporting purposes. |
5 |
Customer Acknowledgment |
If your workflow sends its own customer acknowledgment, you should suppress the acknowledgment (No Standard Ack) that would normally be sent by the segment configuration for the topic. |
6 |
Ticket Body |
The user can either type the entire body of their question (Entered by User), or you can use a predefined Template for the body. If you choose Entered by User you must include an input on the form where they can enter the body details. If you choose Preset Body, a blank Template will be created where can layout the body of the ticket. |
7 |
Result Name (optional) |
When the action completes, you can optionally save a value for the interaction that can be referenced by other workflow steps. |
