How to create form with this process?

What's the best practice if we would like to use jotfotm for ticketing / customer support?

This is our current process:

1. our call center team will receive calls from the clients and fill up service request form
2. the form will be opened by the service team and update it after servicing the equipment to document what they have done

Basically to log all the service requests and close it by after the job is done.

Hello MrWaterUSA,

Thanks for reaching out to Jotform Support. If you are looking to edit the submission after the submission has been done, you can use the edit link feature. You can set it up so that anyone who submits your form can edit it after they've submitted it. It's easy; let's do it:

• Open your form in Form Builder, and in the orange navigation bar at the top of the page, click on Settings.
• In the Settings menu, click on Emails and hover your mouse over the Autoresponder Email.
• Click on the Pencil icon, and in the window that opens, click on the Form Fields dropdown menu and select Edit Link.
• After adding the link, click on Save, and you're done.

You can set up a notification email by following the above steps and setting the email address to the service team, and they will get an email like the one below:

Give it a try and let us know if you have any other questions.

I want all the fields to be required for both team to complete. If i will set up the fields and make it all required, then the call center team will be asked for "service team info" the first time they complete the form. What should we do about this?

Sample form below

items 1-5 required fields for call center

items 6-8 required fields for technician

1. agent name
2. business name
3. contact person
4. contact details
5. issue/concern
6. technician name
7. service date
8. resolution

Hi MrWaterUSA,

Thanks for getting back to Jotform Support. You can easily achieve this by using the show/hide conditional logic feature and the Get Form Page URL widget.

Add the get form page URL to your form. Go to the form elements panel under the widget tab and add the get form page URL widget.

At the start, you can hide the technician form required fields. once the call center will submit the form, an email with the edit submission link will be emailed to technicians. When the technician will open the edit submission URL, by using the show/hide condition we will show the technician fields.

Add show/hide condition from the conditions tab under form settings. When the edit submission URL will be opened technician fields will be visible.

This way both teams will be able to submit forms with the required fields. You can check the demo form. I have added conditions to it: 230316676153050

You can clone this form using the URL in your account and check.

Let us know if you need any other help.

I am familiar with show/hide condi logic. Why do i need to have the Get Form URL widget again? Thanks.

Ah I got it. I now know how it works.

Additional question, so our 3rd step is to send invoice and they will be redirected to our quickbooks or payment channel. is it possible with jotform?

required fields for call center

1. agent name
2. business name
3. contact person
4. contact details
5. issue/concern

required fields for technician

1. technician name
2. service date
3. resolution

required fields for accounting

1. amount field

so the accounting team can add amount if it is 0 or $xxxxx

now, once submitted, invoice will be sent to the client.

desired outcome:

if 0 amount, client doesnt need to pay.

if $xxxx, client will be given a chance to make a payment.

pls advise.

Hello,

Just to confirm, account will input the amount, if $0 then it's the end of the form. If there's an amount, the form will be sent to the client in order to view the details and amount to pay, and then he will be redirected an external page for payment such as quickbooks, is that correct?

If yes, then you can apply 2 conditions. First, condition to send the form to the client when "amount" field is filled. Next, you can add a another field such as signature field so the client agrees the amount indicated and also use that field in the "IF" rule condition. Check out this guide for more information.

Example.

IF amount is filled.

IF signature is filled.

That's it. Let us know if you need any more help.

Yes the accounting team will input the amount if 0 or say $100

Regardless of the amount, once the form is submitted an invoice will be sent to the client. And ofcourse, if there is a fee, they should be able to pay the due amount.

Just wondering if we can issue invoice to the client using the form information and the amount.

Hi MrWaterUSA,

Thanks for getting back to Jotform Support. Do you want your client to pay on the same form? Regarding invoice, you can easily create a submission PDF invoice in the PDF editor and send it using email to the client. You can go to the invoice template gallery and use the invoice template and use it in your form as PDF.

You can go to the PDF editor and make changes to the invoice and add form fields to it.

Then in the form settings under email, you can setup autoresponder email for the client, and in the advance settings, you can enable the PDF and attach the invoice PDF.

Give it a try and let us know if you have any other questions.

or is it possible to collect payment using jotform?

Hi MrWaterUSA,

I've answered your question on another thread. You can check out my reply to that here.

Fahad

Jotform Support

Answered on February 01, 2023 at 06:44 PM

Hi MrWaterUSA,

Thanks for getting back to Jotform Support. You can easily achieve this by using the show/hide conditional logic feature and the Get Form Page URL widget.

Add the get form page URL to your form. Go to the form elements panel under the widget tab and add the get form page URL widget.

At the start, you can hide the technician form required fields. once the call center will submit the form, an email with the edit submission link will be emailed to technicians. When the technician will open the edit submission URL, by using the show/hide condition we will show the technician fields.

Add show/hide condition from the conditions tab under form settings. When the edit submission URL will be opened technician fields will be visible.

This way both teams will be able to submit forms with the required fields. You can check the demo form. I have added conditions to it: 230316676153050

You can clone this form using the URL in your account and check.

Let us know if you need any other help.

____________________________________________________________________________

HI FAHAD, WHAT IF WE WILL EDIT THE FORMS 3 TIMES?

items 1-5 required fields for call center

items 6-8 required fields for technician

item 9 required field for our accountant

1. agent name
2. business name
3. contact person
4. contact details
5. issue/concern
6. technician name
7. service date
8. resolution
9. amount

Hi there,

Do you want to know if the condition with Get Page URL will still take effect even after multiple edits? Yes, it will. Is there something aside from the previous query that you're trying to achieve?

Yes, we wamt Get Page URL to be there after multiple edits.

Here is the link to my form https://form.jotform.com/230386719232053

Hi MrWaterUSA,

Thanks for reaching out to us for help. Please allow me time to work on preparing you a guide. I'll reply to you shortly.

In the meantime, reach out again if you have any other questions.

Hi MrWaterUSA,

Thanks for reaching out to us for help. Yes, you can do that by creating 3 different edit links and conditions. We'll set up 3 Autoresponder Emails for call center, technician, and accountant; and the customized links on their email content will show them their assigned fields. Let me show you how:

First, we'll send this link (https://form.jotform.com/230386719232053?callcenter) to call center to invite them to fill out the form, and for the rest we'll need to set up 2 more notification emails for technician and accountant. Call center will fill out the form, which will initiate the process and send notification emails to other parties with their session links:

• In Form Builder, in the orange navigation bar at the top of the page, click on Settings.
• In the menu on the left side of the page, click on Emails.
• Click on +Add Email, and select Notification Email.
• Click on the Link Icon on in the top toolbar of the Email Content field, and paste this session link https://www.jotform.com/edit/{id}?technician in the URL field, also set up Text to Display.
• Go to the Recipients tab, and enter your technician's email address in the Recipient Email field.
• Click on the Advanced tab, and uncheck the Send Email on Form Edited option.

Now, repeat the same steps for the accountant's notification email. Now we'll use this link instead in the Email Content https://www.jotform.com/edit/{id}?technician, and enter their email address under the Recipients tab.

Now that we've set the emails, let's set up our conditions with the Get Form Page URL widget to show specific fields:

1. In Form Builder, drag and drop a Get Form Page URL widget on to your form under the Widgets tab in the Form Elements menu.
2. Go to the Settings from the orange navigation bar at the top of the page, and click on Conditions from the menu on the left side of the page.
3. Select Show / Hide Field, and set up 3 conditions like below:

IF: Get Page URL

STATE: Contains

TARGET: Value

VALUE: callcenter

DO: Show Multiple

FIELD: (Select all the fields you want to show to call center.)

Click on Save, and add another condition by clicking on +Add a New Condition, and selecting Show / Hide Field. Set up the second condition like below:

IF: Get Page URL

STATE: Contains

TARGET: Value

VALUE: technician

DO: Show Multiple

FIELD: (Select all the fields you want to show to technician.)

Click on Save, and add another condition. Set up the third and last condition like below:

IF: Get Page URL

STATE: Contains

TARGET: Value

VALUE: accountant

DO: Show Multiple

FIELD: (Select all the fields you want to show to accountant.)

• As the last step, go to the Settings tab from the orange navigation bar at the top of the page.
• In the Form Settings menu, set Clear Hidden Values to Don't Clear, and that's it.

Now, what we basically do is, call center will fill out the form with this link https://form.jotform.com/230386719232053?callcenter which will show them some fields in particular. On their submission, the other two parties will receive their session links on the notification emails they receive, and they'll also see certain fields. After they all fill out the form, you'll be able to see their submission as a single row on your Tables.

Note that if respondents see some fields in common, you'll only be able to see the response of the last party to edit the form if they change the input since they'll see the field filled out by the other party having filled the form before them.

Give ,t a try and reach out again if you need any help.

Thank you for the email notification.

It is all working.

However what we would like to do is the following notification set up

• When call center completed the form - only technician will receive the email notification.
• When technician completed the form - only accounting will receive the email notification.

When i completed the form, all recipients received the email notification. even accounting (who should be the last one to receive the form)

Please note that team should be completing the form one at a time.

1st - call centre

2nd - technician

3rd - accounting

Hi MrWaterUSA,

Thanks for reaching out to Jotform Support. You can create a condition for redirecting an email to be sent based on the form entry.

Give it a try and let us know if you need any help.

after the set up, recipients are not receiving the emails.

Hello,

I moved your other question to a new thread and helped you with that here.

1. Step 1: Create the Layout of the Form and Step Elements Using HTML. Let's set up a basic HTML form before we will implement the navigator for form steps. ...
2. Step 2: Make the Multistep Form Functional Using JavaScript. ...
3. Step 3: Design the Form and the Step Elements Using CSS.

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