I am working with our team to build out a ticket system to replace an old third party ticket system. With GravityForms we have approvals and denials and rejections set up to be the analogs of “closed, open, etc” for support tickets.
GravityForms plus the GravityWiz perks we use cover ALL of our ticket system needs, except possibly one need: wordpress users (our staff) need to be able to reply to tickets, and the submitting user needs to be able to reply to staff, ideally all on the same form.
Is something like this possible? The only alternative we can think of is to use email to reply to the tickets and start the conversation, but we are trying to keep all ticket-related information in the Wordpress site.
Thanks Chris, we do actually have a GravityFlow account that we use, and we have looked into it but we don’t see anything that might let us do that, unless you have any suggestions of how to use GravityFlow in a way we might not have noticed.
Thx Chris and yes Gravity Flow has some excellent options related to a ticketing system.
You could use a User Input step with a radio button field “Is my issue resolved?” to drive the conditional logic / branches so the submitter always controls whether the ticket goes back to support team after they provide an update.
Both the discussion field and the Workflow Note viable ways to track both staff and submitter to provide updates of what was done/needed when completing the step. The workflow note has a little more usefulness behind the scenes if you are looking to build reports with KPI’s like time since last response, number of staff replies required to close ticket, etc.
If you get stuck in setting up what you’re after, feel free to reach out for support and we would be happy to help.