Answered

Groups and Multiple Product Portals are Confusing Me - Advice and Guidance Requested

 Hi all, so it might be best for me to outline what our company is after and hopefully other users or Freshdesk staff can guide me on what method to use that best suits our needs.


We have one portal now "abccompany.freshdesk.com". We currently have 1 product that we've been supporting but will soon have 7, and each month even more. We are NOT using Freshdesk for Forums or Solutions (we keep all that on our site). We ARE using Freshdesk to manage our support tickets and three Agents. Right now, when someone submits a ticket, we simply send it to all three agents and whoever gets to it first is the person responsible for that ticket.


So, I've been trying to figure out how best to separate the tickets submitted by users so that they are submitted on a "per product" basis. At first I thought the "Multiple Product" option was our solution, because I need a different ticket submission form for each product as we will be collecting some different information for each product. Then I can assign each of those tickets to a "Group" and then assign Agents to each Group as needed (with the assumption that if Product B comes in through it's own submission ticket, then this ticket could be assigned to Agent #5 and Agent #6, and no other Agents would see these tickets unless of course they were Admins.


So, the first thing I don't understand if the Multiple Product setup. We don't require a different url but do require separate tickets per product. How do I set this up?


If the above isn't possible and I need to create multiple urls in the Multiple Product setup, then I assume then that I can create it's own ticket. Is this correct?


Sincerely,


Confused User ;)


Best Answer

Updating the post with the most recent information. 


Freshdesk now supports creation of dynamic forms where you'd be able to show/hide fields based on the user input on the type field or any other custom dropdown field. To know more about this feature, please refer to this article.


Cheers!


1 person has this question

 Hi all, can anyone help with this please?

Hi Adam


I assume your requirement is mainly to handle Multiple Ticket forms, which will have different Ticket fields based on each of the Products and have them filled in and routed to the respective Groups/Agents etc.


At present we are only allowing Nested Fields in the Ticket Form, which can help you achieve this requirement. You can create a standard form, which can have Category -> Sub-category -> Item value and based on the earlier value, the subsequent value will be shown,which you can set according to the Product the USER is requesting info about.

E.g.


Desktop Hardware

Monitor

Dell

Samsung

Keyboard

Microsoft

Logitech

Mouse

Logitech

Dell Mouse

Operating System

Windows

Windows 7

Windows XP

Linux

Ubuntu

Fedora

MAC

OS X LION

OS X Mountain Lion

Software

MS SQL

SQL 2005

SQL 2008

SQL 2010

MS Office

Office 2007

Office 2012



Now, you when a user select a Category, they will see the subsequent Sub-category and Items, which then you can have Dispatch'r to execute a specific Action.

We are also planning to bring our Multiple Ticket forms, but it might take some time to bring it out


Hope this helps for now


regards
Vijay

 Hi Vijay,


Yes, that is the intended usage. Thank you for the response, it helps to clarify where we stand now and that we need to use nested (or conditional) ticket fields display. As an example of what we're collecting now, this is our current support ticket http://foo.freshdesk.com. This is currently for one product named FooBox and you can see we are collecting user-submitted data to help in our support and troubleshooting.


We will also need to collect this additional data for the other products we add (although some data collection will apply to others and some will not based on the product chosen by the user in the Category-->Sub-category setup you've explained.


I suppose I wouldn't be lucky enough to have a "sandbox" area available when creating these nested fields would I? :) It seems with this setup I'll need to edit this ticket form and it's fields once we go live with our other products (happening all at once on a specified date a few weeks from now).


Is this a correct summary?

 OK, looking further I've figured out the dropdown to get a user to choose a product. And I've hidden that from customer view for now. Great.


What I cannot seem to do is to show/hide fields to users conditionally based on that product dropdown choice. i.e. If a user chooses Product A, then show these next 5 fields, if a user chooses Product B, then show these 5 fields.


Can each field not be set to show depending on the choice of a field above it?

Hi Adam


To get this nested field working, you need to implement the Dependent field from Admin -> Ticket Fields section.

This solution article might help


https://support.freshdesk.com/solution/articles/12639-using-nested-fields-in-the-new-ticket-form


regards

vijay


 Vijay,


I have that working. What I can't seem to accomplish are to display ticket fields conditionally depending on the choices made by a user in previous ticket fields.

Hi Adam


I think you might have enabled the Dependent Field, but have not enabled the visibility option for Customers


Just go to Admin -> Ticket Fields -> Click on Dependent fields and ensure that DISPLAY TO CUSTOMER & CUSTOMER CAN EDIT value is enabled.


regards
Vijay

 Hi Vijay,


Unfortunately, I believe that we're still not understanding each other when I say "conditional fields", and what it is I'm after. I am happy to make a screencast to share with you an exact example of what I mean, but need to do it privately. Is it possible for you to shoot me an email at awarner20 AT yahoo so I can reply with a screencast link?

Answer

Updating the post with the most recent information. 


Freshdesk now supports creation of dynamic forms where you'd be able to show/hide fields based on the user input on the type field or any other custom dropdown field. To know more about this feature, please refer to this article.


Cheers!