Help topics & Reports

haithamramadan

Hello,

I have a department linked with email and help topic. when users send mail it raise a ticket and help topics included automatically inside the ticket and can see the help topics fields when i export csv report.

Now i created new department with different help topic an email but the problem is:

Help topic included inside the tickets if opened via web interface but doesn't include if raised a ticket by email.
If ticket opened via web GUI all of help topic fields can exported in csv file but if ticket raised by mail i can't find help topic fields in the csv report.

appreciated your help

KevinTheJedi

haithamramadan

This would depend on the System Email that's fetching the mail's configurations. Check the system email responsible for fetching the mail to ensure the Department and Help Topic is set adequately.
Custom Forms are not added to emailed Tickets. They are only added to Tickets create via the portal/API. If a Ticket is created from a fetched email the Agents will need to manually attach the needed Custom Forms.

Cheers.

haithamramadan

Hi KevinTheJedi
Thanks for you reply.

Your are write and currently i am adding help topic manually but the problem is even if it's added manually i can't see it's fields inside the exported csv report

KevinTheJedi

haithamramadan

Are these fields on Custom Forms or the Ticket Details Form?

Cheers.

haithamramadan

KevinTheJedi Custom help topic form

KevinTheJedi

haithamramadan

Then you must add the Form to the Ticket by viewing the Ticket, clicking Manage (cogwheel icon) > Manage Forms, select the needed Form(s) from the dropdown list, and click Save Changes.

Cheers.

haithamramadan

KevinTheJedi
here is my form settings

then my help topic settings

also i can add help topic manually to the ticket. until this step there is no problem.

But when i am using advanced search to export last month csv tickets file I can't find that help topic form fields inside the csv report. i can see only the basic and main fields.

KevinTheJedi

haithamramadan

Ohhh I see what you’re saying now. At this time you cannot export Custom Form Fields. You can only export core fields and any Custom Fields on the Ticket Details Form.

Cheers.

haithamramadan

KevinTheJedi Thanks a lot for your support. so it's system behavior. i thought that i am doing something wrong.
thanks again for your support and time.