Create personalised Ticket Forms to collect required user information
Updated
Configure ticket forms with predefined request fields to understand customer concerns better and provide them with an instant resolution.
Ticket Forms are personalised request forms that help external or internal users to raise their issues to your support team. With the help of Ticket Forms, you can configure different fields a ticket contains and use the provided information to resolve customer queries.
Additionally, you can create Ticket Forms for various types of customer requests. These forms enable you to enter specific information about a particular service request. They frequently include drop-down choices or mandatory fields that allow you to collect detailed information.
For example, if you want to know about the device customers are using, you can add a field Device Name and different device options such as Mobile, Laptop, Tablet, etc. Every time a customer raises a ticket, they need to fill in the device details to create a ticket.
To create a Ticket Forms
Log into Sprinklr Advanced. Click the Settings icon on the left navigation bar.
On the Settings window, select Ticket Forms under Workflow.
Click Create Ticket Form in the top right corner of the Ticket Form window.
Provide a Name to your ticket form.
Under the Form Fields section, you can add different form fields by clicking Add Another Field.
Select your desired ticket field to your ticket form from the drop-down menu. To add a new ticket field, see Ticket Fields.
Click the Remove icon X alongside the added fields to remove any field.
Click the Field Conditions icon alongside the added fields to configure different visibility conditions for your ticket fields.
On the Visibility Conditions pop-up window, configure the condition to ensure the visibility of the added ticket form field. You can set visibility conditions for each Ticket Form field.
For example, the Phone field will only be visible to users if they use the Device equals Mobile condition.Click the Addition icon on the right of the added field to add another visibility condition. You can also click Add condition group (OR) to add different visibility conditions.
Click the Delete icon to delete a condition at the top of every condition group.
Click Save in the bottom right corner to save the visibility condition.
Once you have added the field condition, you can click View Field Conditions to view them anytime or click Remove All Conditions to remove them from your ticket form field.
Click Create in the bottom right corner to finalize your Ticket Form.
To create a new ticket using the Ticket Form you made
Log into Sprinklr Advanced. Click the Addition icon and select New Ticket on the left Navigation Bar.
On the Create New Ticket form window on the left, provide the Requester from the drop-down menu. The requester is the person who requests agents to create a ticket for their specific requirements.
Select the agent you want to assign this ticket to under the Assignee drop-down menu.
Under the Ticket Form drop-down menu, select the ticket form you created and provide all the required information. Click Create. The ticket will be added to the Care Console and assigned to the respective agent on your workspace.
To allow customers to raise a support ticket via Knowledge Base
Log into Sprinklr Advanced. Click the Settings icon on the left Navigation Bar.
On the Settings window, select Knowledge Base under Workflow.
Click the Community Settings icon in the top left corner.
Move to the Additional Settings section on the Knowledge Base Settings window.
Toggle On/Off alongside Raise a Support Ticket Option.
Click the Raise Support Ticket option in the top right corner of your Knowledge Base window. This will add a button in your Knowledge Base window for your customers to add a ticket if they face any issues.
On the Raise a Support Ticket window, fill in all the required details. Click Raise Ticket at the bottom. Once raised, you can view and resolve all the customer issues via Care Console.
To view and respond to the tickets via Care Console
When a customer or agent creates a ticket using ticket forms, all the tickets will appear in the Care Console and be treated as regular tickets.
Follow the steps below to respond to a request raised using ticket forms:
On the Sprinklr Advanced Home window, click the Tickets icon in the left navigation pane.
Select the ticket you want to respond to from the Ticket Stream on the left.
