Web form for submitting tickets

[PCClosure]

We have a lot of clients that have staff come and go often. having them log in to the customer portal to submit a ticket online doesnt always work as it should, becuase they spend too much time obtaining the login information for the web portal. what is the best way to create just a general web form (we use wordpress) that an end user can fill otu and it submits a ticket for them? we will already have the email address tied to an account.

[Support Team]

Re: Web form for submitting tickets

You should probably have your form email the ticket details on behalf of your customers (e.g. From the email address they specify in the form) and have it sent to the Email Connector module that will then process it as an email that comes from a customer - and as a result will open a new service ticket under their account.

Besides, you can ask your customers to simply email you (e.g. to the Email Connector address) to have a ticket created.

Hope this helps.

[EBS Networks]

Re: Web form for submitting tickets

We've created an exe that we put on each contract support computer with an icon on their desktop that fills out a form on our website with the computer name, OS, etc and gives the customer required fields to fill out. They hit the send button and it emails to us, Commit picks it up and creates a ticket for that customer based on the computer name and then emails all our techs the ticket with all the particulars. The tech closest or available picks it up an takes assignment.

Has been in effect for several years. We did make one change, we removed the priority choice due to abuse by some employees. All techs are smart enough to know what is top priority and will get on it immed, once the customers trust you they know when to expect response.

This works for us, a small "Everything IT" service provider.

[PCClosure]

Re: Web form for submitting tickets

THanks for the insight guys! I think we are just going to go with the simple web form now