Don’t raise a ticket, go here instead

6 Comments

  • Andrew J
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    The closest answer I can think of right now is to allow them to open the ticket, but them trigger an automatic reply that details where to go and what to do.
    This isn't exactly what you want but could have some advantages.. keeping track of such requests, you could delay the auto reply so it looks human... add some variable text etc.
    You could possibly include other channels too.

    To do exactly what you want, I think you'd need to hack around with the form page at least.

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  • Lester
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    Thanks Andrew

     

    I think I'll do something hacky or rethink it. 

    Once someone takes the time to write and submit a ticket, I feel obligated to answer them as describing a problem can take a lot of effort.

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  • Andrew J
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    No worries, and I think you have a good point about the effort they may have put in.
    With a little effort you could at least provide an auto-reply that suggests position kb articles, but still tells them you'll be in touch.
    You might also be able to make it fire only if the description is over x no. of characters... Though I'm not sure if that option exists.

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  • Fabien RIC
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    You could try to set a conditional field to appear when the user selects the desired option (if you purchased the add-on of course...)

    Other I think that with some JS it should be possible

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  • Abdul Qabiz
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    You can try to hack the form and offer suggestion or let them create tickets based on conditions.

    We did an awesome custom form for a customer where we will show article content based on different selection, and in some cases let them create tickets.

    The experience was more like typeform.

    It’s doable but requires some effort.

    Thank you

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  • Abdul Qabiz
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    Though we did a different version for HelloFresh, they have updated it to be far better:

    Please visit https://support.hellofresh.com.au/hc/en-us

    Click on Support in top Nav, and type “How does hellofresh work” or type some other string; you will like the experience.

    That kind of stuff can be done.

    Thank you

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