Web widget process to send a ticket

Answered

Posted Jun 28, 2021

Hi,

I have already configure mi ZeSetting and when I open my solution I can load teh widget, even I cna send a ticket to Zendesk, however, i would like to understand how it is working. I am using web widget contact form. In this case, when a ticket is send to zendesk by contact form widget, it creates the ticket through email inbox configured or directly in zendesk?

I appreciate it for your response

Thanks in advance

2 comments

Date

Dan Ross

Community Moderator

Jun 28, 2021

Hey Jessica,

Ticket forms from the widget create direct into Zendesk, with a channel property for 'Web Widget' that you can use in your views, rules and automations.

Example: If you want to make all widget tickets high priority, you can create a trigger for when a ticket is created and Channel is Web Widget, to set the priority to High.

You can then create a ticket view using the condition 'Channel is Web Widget' to show just widget tickets separately from your other tickets.

If you reply to the ticket created, it send from that Ticket Brand's default email address.