Sep 24, 20212:42 AM - edited Sep 24, 20213:11 AM
Participant
Support form and ticket categories
Hi!
I've created support form where customer have to select ticket categories f.e. problem with computer, problem with password etc...
These categories are same how we are categorise tickets. Is it possible to create automation workflow that these contact selection(s) are copied to the ticket categories?
I managed to create automation that if contact filling form and select catgory -> it copied to that ticket category but if I create second automation for other category - then that second category also comes to that first ticket....
So it should be automation where automation checks each filled ticket forms which categories customer have selected and copies these categories to that certain ticket and next one same (but off course what happened before at another ticket) but nothing changes ticket properties what came first...
Sorry my poor English but do you understand my point? This automation would improve a lot tickect handling if categories are allready filled by customer.
we have custom property for ticket categories and we are using those same in the form.
Problem here is that (when testing this) is that:
Customer A chooses category "plaplaa" -> it goes nicely to ticket kategory after that Customer B chooses categroy "liplap" -> it goes nicely to ticket kategory BUT it also add this category to the earlier Customer A:s ticket.
I need to verify and check this again with incognito browser and different pc:s to check that is there anything with cookies or something which can cause this and also I selected when copy this property to ticket property "append". Need to test with replace option also.