Funneling End Users to certain ticket forms, based on Organisation

Answered
image avatar

Dave Smith

Posted Nov 26, 2021

Hey community,

So, hopefully an interesting one for you all to think about and any help you offer is greatly appreciated!

The aim here is to divert end users in certain organisations to certain ticket forms.
Let me try and summarise what I mean:

Let's say we have the following Orgs; Org1, Org2, Org3 and Org4
Each Org has 10 people in them (all end users)
We have 4 Forms; Form1, Form2, Form3 and Form4

All tickets (no matter whether it is an agent or end user), is always raised via the Help Centre.

So, I want a way to say if you are an end user in Org1, when you hit "Submit Request" it automatically starts you on Form1.

In addition to this, if you are an end user in Org2, Org3 or Org4, when you hit "Submit Request" You only see Form2, Form3 and Form4 and have no visibility of Form1.

Hopefully that makes sense? Please shout if there are any questions I will do my best to provide further info.

Thanks,

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3 comments

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    Newest
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      Dave Smith

      Hi Heather,

      Do you have any view on what the custom code would look like, in order to achieve this? Or a guide on how to set this up?

      0

      image avatar

      Heather Rommel

      Hi Dave Smith,

      This is possible but not natively. You'll need some custom code added to your Guide theme that looks for tags on the Orgs and surfaces the desired form(s) based on that.

      1

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