About Client-Side Ticket Routing Functions

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CloudRadial's ticketing forms have always allowed MSP Partners to determine where and how a ticket form is sent via the Routing tab. That includes everything from sending ticket form information to specific email addresses or sending tickets to specified areas in the PSA (with board, type, subtype and more pre-specified in the ticket settings).

Now, CloudRadial Partners can take advantage of question types within tickets that enable end-users to route the ticket based on specific responses in the forms.

• Available Form Question Types
• Use Case Example
  • Laptop Ticket Scenario
• Disclaimer and FAQs

Available Form Question Types 

The following question types are available in client-side routing. Note that not all PSAs support these options, but all form question types will display regardless of the connected PSA. 

Review the chart to see if the following question types apply to your PSA. 

*Halo PSA integration coming soon. Compatibility with these questions is TBD.  

Use Case Example

You can use these client-side ticket routing options to make your job easier - after all, if the clients can help route the requests better, there will be less time spent triaging it on the PSA-side. 

Laptop Ticket Scenario

Let's say we need to create a ticket that is a general "Laptop Ticket". It could be to support a laptop, or it could be to order a new one. Depending on what the intent is, the laptop ticket could go to different boards.

Rather than having to build two distinct tickets, strategically using a form type can add more functionality to the ticket without requiring the MSP to build more forms or to triage it. 

We'll start by building the form, like so:

In the ticket itself, we can set up the Board/Queue (PSA) ticket option as the very first question. This will determine both where the ticket goes and what branches of questions we need to ask. 

Note that the text for the PSA-facing questions must match exactly with your existing settings in your PSA. You can also use the pipe | symbol to show different, more end user-friendly text when the user goes to fill the form out.

You cannot use an exclamation mark to set a default when using the pipe method. (example: Sales|Buy a New Laptop!)

Now that the board will be decided based on the user's first choice, we can build the conditional tree for each option as normal. Be sure to set the conditional statement to trigger off of the first line of text in front of the pipe for it to trigger properly (see the first FAQ question below for full details). 

Now, when the user submits their option, they will see the relevant options appear and the ticket will intelligently go to the right board thanks to the first question. 

Disclaimer and FAQs

These question types are a direct connection to the respective PSA's API. CloudRadial is sending the information to the PSA using the information submitted by the Partner. Any errors received on the PSA or within CloudRadial based on these settings are the responsibility of the Partner. 

• How do I trigger conditional statements off of these questions?
  • To trigger a conditional statement successfully, use only the first line of text before the pipe. This is the text that should match your PSA settings. 
    
    For example, if you're trying to trigger a conditional off of a board question that has the response Triage|General Request, you would enter Triage as the triggering statement. 
    
    
• If I use these form types, what happens to the routing on the ticket?
  • The routing that the customer chooses will override the Partner-set routing on the ticket. 
    
    
• What happens if the routing options don't exist? Or, if there's a misspelling?
  • With every PSA except Syncro, this will result in an error that will spawn a Partner advisory, much like a ticket would if the Partner-level routing options were incorrect. For Syncro, the ticket will still go through but the ticket may come in with system default settings on the status, priority, and type. 
    
    
• What if the form routing field is left entirely blank by the user submitting the form?
  • If you make one of these questions non-required and the user does not select an option for the board, status, priority, or any other question type, CloudRadial will seek the Partner-set options as the default.