How to use the Zendesk control

ABOUT

You can add a Zendesk Ticket Control into your form to give mobile users the ability to easily create support tickets.  By submitting a ticket using Zendesk Ticket Control within a form, the Formotus support team receives your inquiry with your details about the issue and your blank form template.  Providing our support team with as much information as possible will help us investigate issues quickly.  You can also add a photo or screenshot within the control to give a visual aid.

HOW TO SET UP A ZENDESK TICKET CONTROL

Step 1: Add a Zendesk Ticket Control into your form

You will find the Zendesk Ticket Control under the Advanced Controls tab as seen below.  Select the Control to add it into your form.

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Step 2: Connect to Zendesk

Select the Zendesk Ticket Control you added into your form to view the control’s properties.  Here you’ll see the option to select the CONNECT TO ZENDESK button. 

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Select the CONNECT TO ZENDESK button to prompt the connection wizard as seen below

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User Name: This is the name that the support team will see when the Zendesk ticket is submitted.You can enter a user's name or one of the following formulas to automatically populate this field.

=userFullName The user's full name will appear when submitting the ticket.  

=fieldname (example) This will bind the User Name to a field in your form, for example =textbox1.  To find a field name, select a control in your form and it will show in the left panel under Properties

Email: The email address here will be used to communicate with support.  You can also use a formula to populate this field.

=userEmail This will allow the user to directly communicate with support.  The email they use to log into the Formotus Pro app will be used to submit the ticket.

=textbox1 (example) This will bind the Email to a field in your form, for example =textbox1.  Keep in mind that if a user does not enter a valid email in this field, the ticket will not be submit.

Subdomain: Enter your Zendesk subdomain, 

Email: Enter an email that has access to Zendesk support or the email used to get the API token in the next step.

API Token: Copy and paste an API token.  For help generating an API token, select the Learn more link

Once these fields are completed, select the CONNECT button to connect your account, and the DONE button to complete the wizard.

SAVE & PUBLISH your form and you are now ready to submit tickets using the Zendesk Ticket Control from your device.

Below is an example of how the Zendesk Ticket Control will look on your device.

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Subject and Description are required fields.  You must enter information for at least those 2 fields to be able to submit the ticket.  They will help communicate the issue to support.

For Type, you have the option to pick Problem, Incident, Question, or Task

You can label your ticket with a Priority level: Urgent, High, Normal, Low

Also, you have the option to take a Photo or leave a screenshot and annotate on it if you’d like.

Selecting Submit tickets will submit your ticket directly to the Formotus support system where it will be visible to the Formotus support team.  Your issue will be investigated and we will do whatever we can to resolve your issues as quickly as we can.  

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After submitting your ticket, the  Zendesk Ticket Control will decrease in size, to only show the link to the ticket.  This can be selected to directly open the ticket and the user can either view it in the broswer or Zendesk app.

 

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