Is it possible to set a default ticket form for an agent group?

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11 Comments

  • Zac
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    This link is broken:

     Managing Ticket Fields for Agent Groups

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  • Jessie Schutz
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    Thanks for the heads up, Zac! I'll let our KCS publishers know. :)

    0
  • Joacim Bråthen
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    Hi,

    It would be really great to have this function, NOW :)

    Will this be developed? And if yes, when would it be ready?

    1
  • Jessie Schutz
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    Hi Joacim!

    To the best of my knowledge this isn't something that we're working on.

    -1
  • Todd Pauley
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    We need this too.  I get at least a question a month about this.  We have 30+ internal groups and they all default to a form that nobody internal uses (but is the most used form, as it's supported externally).

    3
  • Adam Reid
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    Hey Jessie,

     

    Do you have any examples of how this trigger would work that's mentioned in the article? 

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  • Jessie Schutz
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    Hi Adam!

    I don't have a specific example, but all you'd need to do is create a trigger with Group > Is > <group of your choice as a condition, and then make the action of the trigger Form > <form of your choice>.

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  • Jeremy Holmes
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    The trigger mentioned is only good if a ticket is already assigned to a group, and we already do this for some groups. We would want to default to a form when a member of that group is creating a new ticket and I imagine that was what Rebecca wanted as well when she posted the question. For instance, we have one group that only handles order statuses and we have a form for that. We would want every ticket that group creates to start off with the correct Order Status form. 

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  • Justin Smith
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    Hey Jeremy!

    Thanks for the feedback here.  I can definitely understand the feature you're hoping for, but sadly that sort of functionality isn't available at this time. The triggers method works when you're working in existing tickets, but at this time there isn't a way to set a default form for each individual Group before a ticket is made. Until a workaround is developed it may just be a process of directing your agents to select the proper form when they are manually creating tickets

    I realize we are currently writing in our Help Center, but I would encourage you to make a post about this case in our product feedback forums. This is where our development teams look for new ideas on product features, and if you include some information on your business use case, it will help in the discussion going forward.

    Thanks!

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  • Jillana Peterson
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    This came up with a customer recently, and we found Macros to be the best fit to ensure the correct form was being used, despite the manual step of selecting the Macro. Each agent is trained to use a Macro that takes actions including, but not limited to setting the right form, and as the customer explained:

    "Macros are actually a great work-around for this because it will not only change the ticket form but also allow us to specify other basic parameters we want [type, priority, custom fields], and we can scope the macros specifically for the people using them.

    It’s also especially helpful for the mobile app as updating those fields is a bit more cumbersome than using a full web browser."

    Hope that helps!

    1
  • Russell Dunn
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    Actually I think that's a pretty poor workaround and find it almost impossible to believe that this sort of simple functionality doesn't exist natively.

    I would have thought that the best fit would be doing what your customers want. This is doable via the API, why not natively? There are so many obvious use cases.

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