Answer-Based Workflows in Forms

Do you want to assign a ticket to a specific Topic based on an answer to a question within a form? Good news- now you can!

How to create an Answer-based Workflow

• After selecting your form, click the pencil icon on the question to edit. Within the question, you will see multiple options below including a menu icon (3 dots).
• Click the menu icon and check the box next to "Show ticket rules".
• Once checked, you will see a + icon for each answer option. Click on the plus sign to change the Topic.
• Select a Topic for each answer option and Save when complete.

Add Tags to Workflows

You can now trigger a Workflow that will add Tags to a Ticket if an answer option is selected within a Form. Tags can be added to Checkbox, Multiple Choice, and Drop-down questions.

To add Tags, click the pencil icon near the questions to open the editing options.

1. Click on the three-dot menu in the bottom right corner of the question box and select "Show Ticket rules". You will see checkboxes populate to the right of each answer option.
2. Check the box you would like to add a Tag to and a pop-up window will appear. From here, choose the Tag name from the drop-down menu.
3. Be sure to click Save within the Tag box and also Save within the overall Form.

Tips:

1. You can select multiple Tags from the list.
2. To remove or add more Tags, check the box again and deselect/select the Tag names.

Add Topics/Team Members to Workflow

Tickets can be assigned to a topic or user based on the selection of answers within the form for multiple choice or checkbox answers in a form. Implementing these workflows based on the selection of an answer can expedite delivery of tickets to a department or user responsible for handling ticket types. 

To add a team member or topic to answer selection

1. Within the question on your form, click the 3 horizontal dots, then select Show Ticket Rules
2. Click the "+" icon next to the answer option in the form
3. Select the topic you wish tickets to be assigned to based on the selection of this option
4. Select the owner from the drop-down menu to assign the tickets to

Manage Topic Team

Team members can be added/removed from a topic as well within this form when creating a workflow for an answer selection. 

Add Team Members

1. Click on Manage Team Members
2. Select a user from the drop down menu to add to the team
3. Click the checkbox next to this user's name
4. Click Save

This will add the user to the topic team so they will have access to the ticket.

Remove Users from Topic

1. Click the "x" next to the person's name
2. Click Save

Delete Workflow

If you need to remove a workflow from an answer option on a form, please follow the directions below:

Delete workflow

1. Click the "+" icon next to the answer option
2. Click the trash can icon on the form
3. Click Save