The core Zendesk functionality and capability provides a number of possible options for the customization of the end user ticket form presented to your customers, but these are generally restricted to limited styling and control of which ticket fields are present and available on the form.
The CloudSET Framework provides a number of additional Apps and Widgets that further extend the customization of the ticket form such as conditions, dependencies, workflow and role based controls to determine and and when fields and values are present and available.
However, the CloudSET Framework also provides the possibility to fully customize the behavior of your end user ticket form to meet the specific needs of your organization and fully implement your customer support process.
For example, this might include equipping the end user with the ability and encouragement to reference your knowledge base using a faceted search before submitting a request. It might also be appropriate under certain circumstances to create a topic or post in a forum, or any other item other than a ticket.
One of the options available to achieve this is through the provision of a "Popup Feedback Form" as a replacement for the standard Zendesk "Submit a Request" ticket form.
To fully benefit from the full capability of this feature, Coherence Design offer a service to analyze and understand the requirements of your customer support process and develop a bespoke solution using the capabilities of the Feedback Form - (Popup IFrame Variant) WaaS.
However, without any support form a CloudSET Consultant it is possible to easily deploy, install and configure a generic Popup Feedback Form as an alternative to the standard "Submit Request" form.
This will provide the immediate benefit of the option to offer or insist on a search of your published knowledge base before completing the form and submitting a request.
Then, if necessary serve as an initial framework or template upon which additional customizations can be built as part of the implementation service provided by Coherence Design.
The Feedback Form Enables a Faceted Search of the Knowledge Base
Once the Feedback Form - (Popup IFrame Variant) has been deployed and installed the "SUBMIT A REQUEST" tab will have been replaced with a "FEEDBACK" tab (1).
Selecting the "FEEDBACK" tab will invoke a popup form inviting the customer to enter some simple search criteria regarding their question, issue or problem (2).
Selecting the "GO" button (3) will return a list of all publically available articles in the knowledge base/forums (4).
If the customer enters a value in the search box (1) the list of articles is filtered accordingly to narrow down the results (2).
Selecting the name link (3) will navigate directly to the corresponding article so the customer can see a full description.
If a suitable article cannot be located within the knowledge base the customer is invite to make direct contact (4).
The customer is presented with a form (1) for completion with details of their question, issue or problem and upon submission a new ticket will be created, along with a new user account if necessary (2).
Just as with the standard Zendesk ticket form, all ticket fields marked as visible and editable will be present in the popup form.
The popup form will also implement settings and configurations in place for all CloudSET widgets to determine availability of conditional and or dependent fields and options along with any role and end user based controls.
Upon successful completion a confirmation message is displayed (1), otherwise a suitable message is displayed describing the reason for failure.
*Note: the above functionality is a generic and basic implementation of the Feedback Form and although some of this functionality can be customized using the configurator (see below), the style, behavior and use of the form is completely customizable as part of the implementation service provided by Coherence Design Ltd. upon request.
Configuring the Feedback Form
*Note: if you haven't already done so, before attempting to configure this Widget Service please familiarize yourself with the section of this manual describing the deployment and configuration WaaS Components.
Once deployed the Feedback Form - (Popup IFrame Variant) Widget Service component (3) can be configured (4) from within the CloudSET WaaS Library.
Control the Presence of the Knowledge Base Search in the Feedback Form
It is possible to control whether or not the Knowledge Base search panel appears on the Feedback Form by selecting one of the options in the Mode field (1):
Setting the Mode to "search"
If the Mode is set to "search", when the Feedback form is first invoked the customer will be forced to enter some criteria in the search panel (1) in order to look for an answer to their query or issue in the existing knowledge base.
Only once some search criteria has been entered (1) or the "Go" button has been selected (2) will the results be displayed showing any matching articles and the option made available to open the form and submit a request (3).
If required the request form is displayed (1) inviting the customer to enter full details of their query or issue with the search panel still visible (2) and so the option remains available to search the existing knowledge base again.
Setting the Mode to "form"
If the Mode is set to "form", when the feedback form is invoked the customer is immediately invited to submit details of their query or issue (1) and no option is given to search the existing knowledge base.
*Note: when using this Mode it is recommended that the checkbox named "Hide Search on Form" is checked to prevent the display of the Search Title (see below).
Setting the Mode to "both"
If the Mode is set to "both", when the Feedback form is invoked the customer will be presented with the option to search the knowledge base (1) or immediately submit details of their query or issue (2).
Checking the "Auto Fill Subject" checkbox (1) will result in the text entered in the search criteria (2) being used to set the value of the Subject field (3) when request form is first presented, having failed to find a corresponding Article in the knowledge base.
Additional Configuration Options
The Websolr indexing service has now been replaced with the CloudSearch indexing service and so unless otherwise advised by your CloudSET Consultant, the "Websolr url" field (1) should remain empty.
Enter a value in the "Search Title" field to set the title for the search panel (2).
The "Search Placeholder" field contains the text to be displayed in the search panel (3).
The "Chosen Selection Fields" feature (4) is currently not available and so this field should be left empty.
Check the "Hide Search on Form" (5) to remove the search title when invoking the Feedback form in "form" Mode (see above).
Check the "Use Cloudsearch" checkbox (6) to specify the use of the CloudSearch indexing service. Unless otherwise advised by your CloudSET Consultant this box should always be checked if the intention is to offer the knowledge base search option to your customers.
Set the value of the "CloudSET URL" (7) to the address of the CloudSearch Indexing server. Unless otherwise advised by your CloudSET Consultant this value should always be set to "https://index.cloudset.info/search/search?callback=?".
*Note: in order to make use of the knowledge base search facility it will be necessary to subscribe to CloudSET indexing services and index your forums and articles using the Faceted Forum and Indexed Search tool.