Support Ticket / Enquiry Form

  • Profile Image
    ttrs
    Asked on August 22, 2011 at 03:57 AM

    We have an enquiry form, and to ensure that all the queries have been answered for a member of staff, we need some sort of ticketing service. Would would be the best way of appraching this using Jotforms?

    Thanks 

  • Profile Image
    allanftd
    Answered on August 22, 2011 at 05:52 AM

    Hi ttrs,

    Thank you for inquiring.  JotForm is not optimized for building a ticketing sytem, but depending on your requirements and a little creativity, we might be able to offer you a solution using JotForm. Kindly provide your requirements in detail so that we can evaluate if it is possible to implement in JotForm.

    JOTFORM SUPPORT

  • Profile Image
    ttrs
    Answered on August 22, 2011 at 06:45 AM

    1) We have an contact form, and the user types in their name, details, and the query

    2) The directors, and the office get an email with an edit link.

     

    At the moment we email back the client, but we don't know who has answered the query as its not logged in the original Jotform.

    There could be an 'admin only' section on the form- and we can answer on the same form using an edit link from the email. when this has been filled in, we get an email saying it has been answered. would this be the best way of approaching this?

     

    Thank you

  • Profile Image
    allanftd
    Answered on August 23, 2011 at 04:45 AM

    Hi ttrs,

    I appreciate your explanation but pardon me, I'm still having a hard time visualizing what you would want to achieve in your Ticketing System. Perhaps pointing me to the form in question would help us understand your requirement better.

    We'll await your response, we're very eager to assist you in this interesting project.

    JOTFORM SUPPORT

  • Profile Image
    ttrs
    Answered on August 24, 2011 at 04:30 AM

    OK 3 people receive an email saying we have an enquiry.

    When 1 person answers it, we want the others to know it has been answered.

    What's the best way of doing this?

    Thanks 

  • Profile Image
    ttrs
    Answered on August 24, 2011 at 08:34 AM

    Ok this is what I've done so far

    http://www.jotform.com/form/12352931114?


    Client fills out an enquiry, then office receive email and can respond. When office responses, another box appears for client to fill out underneath, and they get an email when office responds. I've got office responds 1, and 2 and client responds 1 and 2 as you will see in the form above.

    The conditions are made so when "any" office reponses are filled in, client gets an email. and

    if "any" client responses are fileld in, office get an email

    But this confuses the system and emails don't get sent to the client, as there are always some boxes filled in.

    What would be the better altnernative for this? You can see we want to respond on the same form.


    Thanks 

  • Profile Image
    allanftd
    Answered on August 26, 2011 at 01:07 AM

    Hi ttrs,

    Sorry if it has taken us a while to reply back to you. I admire your creative thinking in trying to create a form that functions like a complete ticketing system. I have cloned your form, dissected it, and tested it myself but I unfortunately also had the same issue. The email notification is not sent to the client.

    What I propose as a potential solution for you is to remove this particular condition and instead use a regular (non-conditional) "Client Response" autoresponder. I tried it and worked wonders for my form :-)

    Please try and let us know how it goes. Good luck and thank you for using JotForm!

    JOTFORM SUPPORT

  • Profile Image
    ttrs
    Answered on August 26, 2011 at 04:24 AM

    Hi, that indeed does work - thank you! 

    The only problem is, the client gets an email 'your enquiry has been answered" email when they submit their first submission (before it has been answered!). Whats the best way to get round this?

  • Profile Image
    allanftd
    Answered on August 27, 2011 at 04:11 AM

    Hi ttrs,

    The quickest solution would be to delete that line "your enquiry has been answered" if possible, or at least modify it into a more general statement.

    If that won't work, please let us know so that we can further assist you. Have a great weekend!

    JOTFORM SUPPORT

  • Profile Image
    ttrs
    Answered on August 31, 2011 at 07:53 AM

    OK I made the email very general now, but now the client only receives a notifcation when they submit the first form and not the client response 1 or 2. i've deleted all the conditions, what do i need to do?

    Many thanks 

  • Profile Image
    allanftd
    Answered on August 31, 2011 at 09:38 AM

    Hi ttrs,

    Please add a condition similar to the one below:

    "TTRS Response" should be a regular email notification like what is shown below (similar to what you have in your form):

    I tested it and was able to get very good results that you should also expect. Please try it and let us know how it goes.

    Thank you for using JotForm!

    JOTFORM SUPPORT