What’s the best way to implement a guided “Report an Issue” form?
We support a particular application for a business unit. There are a number of issues this team might need to raise via our service desk however there are 3 different Level 2 escalation paths that are determined by the type of issue they’re experiencing. I’d like to expedite and automate their support requests as much as possible and reduce the workload for our Level 1 support team.
My idea was to create a custom “Report an Issue with <Application>” form for them, where they could choose from a dropdown box of components they’re having an issue with. Depending on the selection, I would run an automation to automatically escalate to another team by moving it between workspaces or assigning to an L2 group.
However I see there is only 1 request an issue form. I don’t want to make a custom field mandatory that ALL other users would then have to complete. What’s the best way to solve this in FreshService?
Thanks!
