Submission forms are used to create new content in iService, whereas answer panels are used to take actions on existing tickets. The content from a submission form is usually a ticket, but the actions within the form can set property values, load payment forms, and perform other actions.
Actions Available (Both Customer and Agent Submit Panels)
There are four actions that both customer and agent submit forms can execute: Set Contact Properties, Create Ticket, Email to Customer, and Set Interaction Property.
Set Customer Properties - Use this action to save all of the contact properties entered in the form for the customer. The only input for this action is the To Address that will get the property values.
Email to Customer - This action sends an email to the customer that is the contact for a question.
Set Interaction Property - Set a value for an interaction property when the button is clicked. This can be a segment interaction property or workflow property. All workflow properties are used as case properties.
Customer Ticket - Create a question submitted by anonymous our customer users.
Agent Ticket - Use this to create a new question submitted by an agent. In Agent Submit forms, you can directly assign the ticket upon submission. Agent submit forms create Agent Tickets rather than Customer Tickets.
Additional Actions for Agent Submit Panels
Agent submit forms include two additional actions that can be attached to buttons. Agent submit forms can be integrated into the left side agent menu.
Agent Notifications - When the button is clicked, send a notification to the assigned agent. This only works in agent submit forms because customers do not have the option to assign questions to agents.
Email to Submitter - In addition to emailing the customer (message acknowledgment), this action will send an email to the agent that submitted the form.
