Building out a self-service ticket type selection menu

[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.

Workflow Based Tickets / Request Forms

Hello Zammad, One thing we think could add value is something i’d like to call Workflow Based Tickets, essentially this is a ticket say “request a new mouse”, “request access to service A”, “Request License for X” of which standardizes processes. This kind of ticket would allow a user to request via a form a type “Item, License, Resource”, from there a sub category Like Keyboard, Mouse, License, Service or other. Last but not least the ticket would have a few steps the operator could choose f…

Custom Forms for ticket creation

alveolus commented on Oct 24, 2016 We need certain information from our customers, for example, the software version. Customers actually see only title, text, group, status. Where can I change this template? It would be great if the admin could create templates for different customers, so that this software version field and maybe other fields must be filled in before the ticket can be sent. Imported:

Multiple choice / check box form for ticket creation

Hi there, I was wondering if there’s an opportunity to implement an Object with a multiple choice option for the ticket creation. Specific use case: The IT department is asked to create a new user for the Windows domain - with extra permissions like a few folder permissions, software, printers and so on. So users can choose every necessary option by checking from a formular and after hitting “submit ticket” the IT can see all checked demands by the user (also inside mails). Is there any cha…