Scenario: You would like to have different customer enquiry tickets to be sent to different department. For example, Enquiry ticket relating to Customer Service or Marketing to send to James and Technical Enquiry ticket to send to May.

Step 1: Set up a new form

  • Go to Processes

  • Click “Create New”

Step 2: Update Process Details

  • Key in the process name

  • Check the box “Enable public access”

  • Click “Save”

Step 3: Edit or Format the form fields ​on Form Builder

  • Choose the required fields (example: Text; Email; Number and etc) ​

  • Click on the “Gear” button ​

  • Edit the information (example: Label Name; Dropdown Options and etc) ​

  • Click on “Design workflow”

Note: For this scenario - we will choose the dropdown option for the the Enquiry Category. The options for the customers to choose will be 1. Customer Service 2. Marketing 3. Technical.

Tip: You may want to check the box for "This field is required" on the Properties Panel to prevent spam.

Step 4: Edit Workflow ​

We will be using “Fork”, “Conditions” and “Notification” plugin for this scenario. Your workflow should look something like this.

Step 4-1: “Fork” Plugin

  • Click on “Add Plugin” ​

  • Click on “Use” button under Fork ​

  • Drag the node on the “User Submits Form” box to the node on the “Fork” box ​

  • Double click on Fork box to edit the details and click “Save” ​

Step 4-2: “Conditions” Plugin

  • Click on “Add Plugin” ​

  • Click on “Use” button under Conditions (There should be 2 conditions boxes)

  • Drag the node on the “Fork” box to the node on the “Conditions” box ​

  • Double click on Conditions box to edit the details

1st conditions box - Enquiry Category is equal to Customer service and Marketing 2nd conditions box - Enquiry Category is equal to Technical

  • Click “Save” ​

Step 4-3: “Notification” Plugin

  • Click on “Add Plugin” ​

  • Click on “Use” button under Notification ​(There should be 2 notification boxes)

  • Drag the node on the “Condition” box to the node on the “Notification” box ​

  • Double click on Notification box to edit the details and click “Save” ​

Tip: You might want to use the "Insert placeholder" for your email content.

Step 5: Publish Changes​

Step 6: Send your form for people to fill out

When you are ready, you can send your form to others and collect their responses.

Step 7: Form received

The notifications will be send to the respective department personnel.

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