Building out a self-service ticket type selection menu

[bahusafoo]

Hello,
I’m coming from systems like OSTicket and even ServiceNow and checking out Zammad for use going forward. These systems allow the admin to build out a “self-service” type menu of tickets, which allows an end-user to be presented with a selection for their “request” or “type of issue”, and then presents them with various fields depending on the issue. For example, for a printer issue - we might ask for the printer name as an additional field added into the ticket, whereas for an account creation request for a new employee we might present a bunch of fields asking for the first name, last name, manager name, job title, etc.

Is this currently possible in Zammad and is there any videos or guides anywhere for accomplishing it? I WAS able to build out some powershell automation and throw it on a scheduled task to map users to various orgs based on their “company” attribute in Active Directory (they’ll all come from a singular domain) - so I did overcome that limitation via the API - but ultimately, we would need a ticket system to be more self-service oriented than agent/call-center oriented. Trying to see if this is the right fit.

Thanks in advance for any guidance.

[dominikklein]

Hi, you should check Core Workflows — Zammad documentation

[spats]

We’re looking to do something similar, and provide a menu for frequently requested tasks (employee onboarding/offboarding, computer setup/retirement, etc).

Unfortunately I don’t think a “service menu” workflow is natively supported in Zammad.

The Form channel can’t be customized for multiple kinds of requests.

Templates are designed to be used by the “dispatch” person answering the phone and creating tickets on behalf of the customer, rather than a customer submitting their own ticket.

Currently it seems like the best way to do this is to build a bunch of external web forms in your intranet, that then create a ticket using Zammad API.

If the “build your own solution” API method isn’t feasible, an alternative method would be to use something like Microsoft Forms to send emails to Zammad, and use Triggers to assign tags and groups.

Here’s an example of using MS Forms:

I’d much prefer to have some kind of “service menu” built into Zammad than have to monkey around with external solutions.

There are multiple feature requests asking for this or similar features, but I’m not sure where it lies in terms of dev priority.

So for the moment, API is probably your best option for implementing this.

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[dominikklein]

@bahusafoo

“self-service” type menu of tickets, which allows an end-user to be presented with a selection for their “request” or “type of issue”, and then presents them with various fields depending on the issue
For example, for a printer issue - we might ask for the printer name as an additional field added into the ticket, whereas for an account creation request for a new employee we might present a bunch of fields asking for the first name, last name, manager name, job title, etc.

But I think such a situation is easily possible to build with core workflow.

For sure what is currently missing is that you can “initially” already start without selecting something in the initial ticket create form.

[bahusafoo]

So basically - we need to add every single possible question in any “ticket type” to the system, and then use “Core Workflows” to hide/show them as people select things?

[bahusafoo]

Been playing with this - and it’s exactly as I asked above. This should work partially for what I need - I have one more question but I’ll ask it separately. For this - I’ll probably be making some videos soon to help others, as they would have been helpful here for me.