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Ticket Forms to represent calls and messages
Answered
Posted Aug 30, 2022
We are looking to create a form type that would automatically assign calls to a form named "external call" and for messages "instant message".
I would like to create these instead of both calls and messages falling under the default ticket form which does affect our reporting. Right now our default form is listed as "Not sure? submit here" and we wanted to use that form to see what topics may not be listed and capture a trend of the not listed topics to create more form types for our employees, or better categorization.
Is this possible?
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3
3 comments
Amie Brennan
Hey Jacquelyn Redington,
You can already do what you're wanting to achieve within Zendesk. There are a couple of options here on how to do this.
Option 1: Use the existing default form
Doing this, will allow you to do some better reporting and slice reports based on the selection made in the field.
Option 2: - This is based on the fact that you are taking calls through Zendesk Talk on your Zendesk Support platform
Hope this helps. :)
Best,
Amie
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Jacquelyn Redington
Thank you so much I will try this!
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Dave Dyson
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