Custon Form in Default Help Topic and incomming tickets

julespi

Hi, I have built a help topic named "Solicitud de cotizacion", setted as default help topic for incoming mails with a custom form named "Seguimiento".
The thing is that when an incoming mail creates a new ticket, that form (Seguimiento) is not attached to the ticket. I have it available in "manage forms" but if I want to use it in all tickets I would have to enable it one by one.
Is there a way to have that form in all new incoming tickets?

Here are some screenshots of the configuration

General Info:

Email configuration:

Ticket Settings:

Default help topic forms:

New Ticket sample:

PS: Sorry for my english, it is not my mother tongue

ntozier

Emails do not contain data for custom forms. So the form is not attached as there is no data to populate.
Your agents have to add the form after the fact and populate the data. Forms are really only good for people using the UI (my opinion).

julespi

Wow! That was fast ntozier
Even if I set some default value for all the fields in the custom form it still cant be attached?

ntozier

I try to make sure that I am on the forums at least 8 hours a day to provide fast answers or ask questions to try to figure out whats going on with people's issues. ?

Honestly I haven't tried in a while... But I don't think so. Let me check with a dev to make sure.

julespi

Thanks a lot! I would greatly appreciate if it can be done in any way

ntozier

They aren't getting back to me quickly. But they might get back to me later. I'm logging out in about an hour so if I get an answer from them I will let you know what they say.

julespi

Thanks. I'll wait

ntozier

So I just heard back, and empty custom forms (even those with default choices entered) are not added. There does not appear to be a means to change this behavior at this time.

julespi

Thats a real pitty. Thanks anyway!