In this guide, we will walk you through the process of setting up a Form Monitor that uses the form data to create Zendesk tickets. We are going to use a fictional company called SwiftDeliver, a leading logistics company specializing in same-day delivery services to provide context to each step. SwiftDeliver is looking to streamline their processes and bridge the gap between their field-ops team and support team which is what brought them to look into using a Form Monitor to create Zendesk tickets
Creating the Form
SwiftDeliver needs a way for their couriers to submit cases of damaged products and have the support team reach out to the customer. Let's start with form creation.
First we head over to the Forms page
Then click on
Create new Form
Once in the form editor we add a title and select the
+button to add a new form component.
For this form we are going to add four components, 3 input types and 1 file upload.
Make sure that each component is marked as required and has a Data ID. Data ID's allow you to access the values the user provided in your signals.
Creating the Monitor
From here we need to create a Monitor and attach our newly minted form to it.
Click on the New Monitor button at the top of the Monitors page
We will name it Damaged Delivery and set the Monitor type to
Slack/WebhookOnce in the monitor we:
Select the Damaged Product form to assign it to the monitor.
Write a quick summary of the incident so the signal has a clear description.
Click on the continue button to configure proceed to the Zendesk configuration steps.
Adding Zendesk as a Subscriber
💡Note: If you do not have the Zendesk integration setup already follow our docs on that here: Zendesk Integration.
All that's left is to add Zendesk as a Subscriber and SwiftDeliver's support team will be able to start responding to these incidents!
Here we focus on the Add Subscribers sections of this page.
Configure your subscriber
We just need to select the Zendesk Notification type and chose our Zendesk Integration Type, this will be the name of our Zendesk workspace.
Wrapping Up
After all of the above steps are completed all we need to do is create the monitor and send our Fields ops team a link to the form.
In the top right corner select
Create Monitor
On the Monitor Details page select the Submit Signal button
💡Note: If you would like the form to be available in slack follow our documentation on that here: Slack: Adding Avenue Form Monitors to Slack