Hi all,
When it comes to accommodating multiple products, Freshdesk has nearly done it all - product-specific web portals, email notifications, SLAs etc.
There is, however, one functional area that remains: product-specific ticket forms.
With one ticket form shared by multiple products, all fields for all products have to be included.
The new Dynamic Form is the solution BUT it needs to be liberated from its' default TYPE field.
Why?
As it is the only dynamic field on the ticket form I will drop its intended use for a higher purpose: getting a product-specific ticket form in place.
This means that I will sacrifice the default TYPE values (Question, Problem etc.) for:
- Product A
- Product B
- Product C
This gives me the power to group the product-specific fields in to sections associated with the above products/types.
Job done. Well, nearly.
I do not want the end-user raising a ticket for Product A to have to select 'Product A' before revealing the product-specific fields. I want it to be pre-selected and I will use javascript to make this happen.
This works BUT (developers, listen) the handler - jQuery('#helpdesk_ticket_ticket_type') - is not on pageLoad so I have to delay setting the value of the product/type field until it starts 'listening'.
--
I'll live with this for now but there is a better option. When you start using multiple products, a new field turns up at the account level ticket form: 'Product' - this should be dynamic.
Thanks for listening.
geirmund
