Creating Zendesk Tickets with Forms

Creating Zendesk Tickets on Slack using Forms

Introduction

Efficiently creating Zendesk tickets using Forms is a key feature of ClearFeed's ticket management system. In this section, we'll guide you through the ticket filing process, ensuring you have a smooth experience from start to finish.

Ticket Creation

To initiate the ticket creation process, ensure that Zendesk ticketing is enabled in the Collection. You can follow the steps mentioned here to enable the same. Once this is in place, follow these steps:

1. Trigger Ticket Creation: Tickets can be created using various methods. When you trigger ticket creation:

   • Using emoji: An ephemeral message appears, inviting the user to select a form and file the ticket.

   

   • Using Automatic ticketing: As soon as the request is sent, a threaded message is posted as a reply, inviting the user to select a form and file the ticket.

   

   • Using More Actions (Triage): A modal appears on the screen, inviting the user to select a form and file the ticket.

   
2. Form Selection: In the message, you'll find a dropdown selector with all available Forms and the File Ticket button. Even Forms that do not require user input will be listed here.

   • If only a single Form is enabled, the selector will not be displayed.

On triggering ticket creation, an ephemeral message will appear

Selector does not show up if only a single Create form is active

3. Select Form and File Ticket: Choose the desired Form from the dropdown and click File Ticket. This action opens a message selection modal.

4. Message and Attachment Selection: In the modal, select the messages and attachments that will be used to populate the Description field of the ticket.

5. Create action form: After message and attachment selection, the corresponding Create action form opens in a modal. Here, users must fill in the fields as per their configured permissions.

6. Successful Ticket Creation: Upon completing the form, you can proceed to successfully create your Zendesk ticket.

   • Note: The Form's name will be populated as a tag against the ticket filed on Zendesk, except for the default Zendesk Form or any imported Forms.

Upon filling the form, you can proceed to successfully create your Ticket

Creating tickets without a Form

• If all fields in a form are hidden, both responders and requesters will be able to create a ticket without filling a form.

• If all fields in a Form are set to be editable by only responders, requesters will be able to create a ticket without filling a form.

  • Note: In both cases, the pre-filled or default value of fields will be populated in Zendesk.

Tips:

• If you want all users to always create tickets without a form, consider not creating any additional Forms and hide all fields in the Default Zendesk Form.

• If you want to give users the option to create tickets without a form alongside other forms, set up a Form and hide all fields in it. You can name it "Continue without Form" for better user understanding on Slack.

Examples: In the next section, we provide practical examples of Create action forms and their respective behaviors, helping you understand how various configurations impact ticket creation