Ticket Forms 


Video transcript:

With EvantoDesk, some of our users do not use a ticket form. They just forward their customer email addresses (such as info@my company.com) to EvantoDesk and use EvantoDesk like email software.

However, some of our users may want to allow their customers to contact them via a ticket form. So, I am going to show you how to do this now.

Select Admin from the menu, and, then select the ticket fields option.

You will see that there are a number of pre-configured fields already in EvantoDesk. For each of these, by clicking on the edit button, you can choose various options for each field.

These include the name of the field and whether the field has to be completed by the agent when submitting a ticket, or when closing a ticket.

You can also choose to make the field visible to customers, editable by customers, and mandatory for customers when they submit a ticket.

Once you are happy with your changes, click the update field button.

So, let's now show you how to add a new field to the form.

For an example. let's say that we want to get the customer to select their location from a list when submitting a ticket to our mountain bike store.

So let's get started!

To do this, we must first click the Add New Field button.

At the foot of the screen, we can then select the various options for the field.

Because we want them to select their location, we'll create a Drop down list field.

We'll make this field mandatory for the agent (in case they ever submit a ticket on behalf of a customer, for example by telephone).

We'll also of course make this field visible, editable and mandatory for customers.

We then click the add field button!

As we have selected to add a Drop down list, we now have to edit the options that the customer can choose from.

So, first of all, let's delete the default option Choice one, and, instead, add London. We must then click the save button.

For choice 2, let's add Brighton, and click the save button.

Let's add a third choice, Marlow, and, click the add choice button.

Let's also change the order in which they will appear in the drop down list.

We can just drag and drop the choices before clicking the save order button.

We then just need to change the position of the new field on the form. Again, we can drag and drop it into position, before clicking the save order button.

And that's it!

So, now, when a customer visits your support website to submit a ticket, they'll have to complete the new field Location in order to submit it.

Lovely job!

Thanks for watching and remember there are more help docs on our support site, support.evantodesk.com.