Specify Ticket Form

  • garethjonesthanyapura

    (@garethjonesthanyapura)


    7 years, 8 months ago

    Hi Team
    Firstly I would like to thank you for this amazingly customizable and dynamic plugin that just works. Seriously helping me at the moment with a large project.

    However, I feel like I have missed this somewhere, but how can I specific which Zendesk form to use? We run Enterprise and are using multiple ticket forms in Zendesk.

    Is this supported?

    Thank you!
    Gareth

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author pipdig

    (@pipdig)

    7 years, 8 months ago

    Hi Gareth, I’m glad you like the plugin so far!

    Currently all of the form logic is handled in WordPress, rather than coming directly from Zendesk. In future we might be able to add an option so you can pull the forms from Zendesk, however it is a feature which is only available in their Enterprise plans. So I am not sure how requested it will be.

    This means you would need to create the different forms in WordPress and assign the custom ticket fields manually. You can create different forms in WordPress by using ‘Field Groups’ – https://i.imgur.com/huvL65t.png

    You would then create each ticket field and assign it to that group.

    Then when generate the shortcode to display the form, you would set the group like this – https://i.imgur.com/0ByYP4q.png

    So for example here, all of the fields in the “Support Request” group are shown in that form.

    Thread Starter garethjonesthanyapura

    (@garethjonesthanyapura)

    7 years, 8 months ago

    Hi
    Thanks for your reply!

    What I am after, is just the ability to set the Zendesk ticket form ID for the field group I’m submitting, not actually pulling the form fields.

    I would still build the form again in WordPress (I love your builder, it gives me much more control than Zendesk) but we have a workflow that happens inside Zendesk that the agent follows, which is based on the form that the ticket is set to – and has a bunch of conditional logic applied to create a CRM style system for my agents.

    I would imagine it working on the form group level, I would be able to specify the ticket form ID (or if not specified it just applies the submissions to the default ticket form as it works now).

    The feature is not exclusive to Enterprise, we are running professional with the Productivity Pack applied giving us unlimited multiple forms (each with their own custom fields) and more awesomely, conditional logic on those fields.

    Let me know what you think, more than happy to donate in exchange for the feature!

    Thanks!
    Gareth

    Plugin Author pipdig

    (@pipdig)

    7 years, 7 months ago

    Hi Gareth, so sorry for the delay! For some reason we have stopped receiving notifications of posts in this plugin’s support forum.

    Thanks for clarifying that process for me. Unfortunately I’m not sure if we will be able to develop this easily since we do not have a Professional level plan. We’re on Essential at the moment. So it would be very difficult to test thoroughly.

    If anyone can contribute the code to add this to the plugin, we would be more than happy to include it for people.

Viewing 3 replies - 1 through 3 (of 3 total)

The topic ‘Specify Ticket Form’ is closed to new replies.