Integrated Form Submission

By using both the CC and Zendesk APIs along with a Zapier workflow, it is possible to create an embedded TICKET SUBMISSION FORM in your CC that allows your users to submit support requests directly.

This has many benefits:

• Keeps you users in your CC, thus avoiding the need to move to another we domain to submit a ticket
• Makes the user provide further ticket details (based on fields requested) thus allowing routing / prioritisation of tickets

The Building Blocks

• Use the HTML widget in the CC to host a custom form
• The data is then sent to a webhook url in Zapier via Javascript
• The workflow continues only if the user ID is not = 0. That is the user is logged in.
• User ID is sent from the front end (DOM based object) inSided Data object to the Zap, allowing you to get the full user profile (which includes the email address) via API
• A ticket is then opened in Zendesk using the email address obtained

Case Submission on inSpired

Our own support page (https://community.insided.com/p/support?) has a case submission form created as described above.

We want to keep the form simple so have limited it to four fields. Title, Priority, Platform Area and Description.

Title

A brief description of your issue, as YOU see it.
 

Priority

Three priority Levels; Urgent, High and Normal

Platform Area

Description

An explanation of the issue at hand with as much detail as possible. This will become the first comment on the ticket in Zendesk.