Collect Information from End Users with a Request Form

Collect the details you need from End Users by sending them a custom request form, such as a New User Request. When an End User submits the form, Syncro creates a Ticket and displays their answers in the Ticket’s Custom Fields section. End Users do not need to log in to the End User Portal to complete it.

About the Setup

The process has three parts:

1. Create the Ticket Custom Field Type: Defines the fields the End User completes, such as a manager name or a checkbox for a laptop.
2. Create the Request Form: The form the End User sees. It collects contact details and the Custom Field values, then creates the Ticket.
3. Share the Form with End Users: The Live URL End Users use to open the form. You can add it to the System Tray, embed it in a website, or email it.

This example builds a New User Request form.

Create the Ticket Custom Field Type

1. Navigate to Admin > Tickets - Ticket Custom Fields. The Ticket Custom Field Types table displays.
2. In the upper right corner, click New Custom Field Type.
3. Enter a name in the Custom Field Type Name field, for example New User Request, and click Create Custom Field. The table displays the new type.
4. Click the Manage Fields link for the new type.
5. Click New Field.
6. Enter a Name, select the type from the Field Type dropdown, and optionally check Required (for new ticket creation) or Hidden from PDF.
7. Click Create Ticket Field. The custom field appears in the table for this type.
8. Repeat steps 5 through 7 for each field you want the End User to complete. The example uses Manager (Text Field), Does New User need an Email (Drop Down), VOIP Phone (Check Box), Laptop (Check Box), and New User Name (Text Field).

See also: Custom Fields for Assets & Tickets.

Create the Request Form

The form needs at least a Customer Detail step, an Issue Detail step, and a Confirmation step.

1. Navigate to Admin > Integrations - Custom Widgets. The Widget Flows table displays.
2. Click New Widget Flow.
3. Enter a name, for example New User, and click Create Widget Flow. Syncro appends this name to the subject of Tickets created from the form, which helps you tell forms apart when you have more than one. The Live URL and Add Step controls appear.
4. From the Add Step dropdown, select Customer Detail and click Add Step.
5. Click Settings for the Customer Detail step, select the contact fields to display, and click Save Settings.
6. From the Add Step dropdown, select Issue Detail and click Add Step.
7. Click Settings for the Issue Detail step.
8. Check Show Ticket Types (custom fields) and select the Custom Field Type you created. You must select the type, or the fields do not appear for the End User. 
   Tip: Press Ctrl (Windows) or Command (Mac) while clicking to select more than one. 
9. Optionally check Show Issue Type (dropdown), Show Issue Subject, and Show Issue Description.
10. Click Save Settings.
11. From the Add Step dropdown, select Confirmation and click Add Step.
12. Click Settings for the Confirmation step, check Auto Create Ticket, and click Save Settings. 
    Note: Without Auto Create Ticket, submissions land in Leads instead of your Ticket queue. 

See also: Custom Widget Flows.

Share the Form with End Users

1. Open the Widget Flow.
2. Click the Live URL link to preview the form in a new window. 
   Note: This is also the public URL End Users use. You can also email it directly to the End User.
3. Optionally click Embed Code to copy code you can paste into your website.
4. To add the form to the System Tray, copy the Live URL.
5. Navigate to Policies, open the Policy that applies to the target Assets, and select System Tray.
6. Add an entry, set Menu Type to URL, enter a Menu Title such as New User Request Form, and paste the Live URL.
7. Save the Policy.

See also: Use Syncro's Policy Builder 

What the End User & the Technician See

The End User opens the form and completes Contact Information, then Issue Details, which includes your custom fields. After the End User clicks Next on the last step, the form confirms the submission.

The Tech sees the ticket Syncro created using the Custom Field Type. The End User’s answers appear in the Ticket’s Custom Fields section.