Seeing form information in the ticket

Mdonaldstone
Member

I recently setup a "contact us form" and it is feeding into the conversation inbox and creating the ticket. The one thing I don't see is where the information from the  form submission comes into the ticket to be able to be viewed.


How do you best do this?

0 Upvotes
4 Replies 4
TiphaineCuisset
Community Manager

Hi @Mdonaldstone 

 

Thank you for reaching out. 

 

This will depend on which fields/properties you have put in your form. If you go in Marketing > Lead Capture > Forms, and then click your Contact Us form to get into the Form Editor, you should see on the right panel which properties correspond to which form fields; and so where you can find them. You probably have a Issue field, that is mapped to the subject ticket property. It could be that some of these fields are mapping to Contact Properties, so you'll find them in the associated contact of the ticket.

 

Hope that helps.
Have a lovely day,
Tiphaine.  


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Mdonaldstone
Member

Tiphaine,

 

That is good insight! When setting up the form though, there are not ticket properties that tie over to things like Name, etc. The main issue is below. As you can see the ticket gets created, but essentially looks blank. Any thoughts?ticket.PNG

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TiphaineCuisset
Community Manager

Hi @Mdonaldstone 

 

Thank you for the screenshot and reply!

 

So you can find the info probably in the left panel of the ticket record, you should find the Ticket Name and Ticket Description which would come from the support ticket - let me know if you're struggling to find them!

 

Best, 

Tiphaine


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BreanneGrobb
Participant

What we did for that is create a text snippet that will bring the "Ticket Description" into the text of a new email. Because a form submission is not actually an email, it shouldn't act like an email in the system. We can bring in the text of the submission in our initial outbound email to our client though. 

 

For our team, we just need to enter #description (or just start typing that to be honest) and this is what entered (contact first name, and ticket description get auto-filled with the data from About this Ticket): 

 

Hi Contact: First name​,


-----

Submitted Request:

Ticket: Ticket description​