Thanks to Support Fields features you can now organize and manage the tickets more efficiently. Using this plugin you can create forms consisting of several steps that your customer need to go through before submitting the ticket.
The module does not require any additional configuration.
Once activated, the module is available under HostBill Admin → Support → Support Fields, where you can add new forms and assign it to the support department of your choice to have your customer answer additional questions before submitting new ticket.
To create a new form, simply click on 'Add new form' button, enter the form name and choose form type. The form can be:
You can also choose if the form should be automatically converted into ticket.
Each form can be assigned to a different department. One department can have only one form assigned to it.
Once the form is created, you can start adding fields to the form. Available field types include:
Each field can be configured in a following way:
If you chose the option to auto convert the form into a ticket, you can set which field value should be used as a subject and which field value should be used as a ticket body.
Form can consist of unlimited number of fields. Fields can be easily edited, rearrange by drag& drop and temporarily hidden from the form, if needed.
Once the form is created, it will be automatically displayed to clients wishing to submit a ticket to a certain department:
The plugin also give Admins the possibility to fill in the form when creating the ticket on behalf of the customer and to edit form that have been filled in by customers.