Learn all the features available in the In Progress page and the Save-As-Open-Ticket workflow
The In Progress page shows all form submissions with the Save-As-Open-Ticket workflow enabled in a single table. From this page, supervisors and administrators to review, edit, assign, and track the status of a submission. From the In Progress page you can:
- Enable Save-As-Open-Ticket feature
- Filter the tickets by form category, submission date, assignee, or search term.
- Edit the submission
- Review the full submission
- Update the ticket status
- Assign the ticket to an employee
- Control who can view a form's tickets
- Assign a due date
- Add a comment
How can I enable the Save-As-Open-Ticket workflow for my form?
To enable this feature for your form go to Form Settings in Form Builder and tap the "Create open ticket on form submission" checkbox.
The In Progress page has a number of handy filters to streamline the table and make sure you only see the tickets you need.
Filter the data by:
Submission date using the quick filter or date pickers
Form Category using the form category dropdown
Assigned to me or Unassigned
Supervisors and administrators are able to edit submissions in the In Progress page by tapping Edit, making their changes, and resubmitting the form.
The most recent user to update the submission and the date and time this was done is recorded in the Form Updated By and Last Form Update columns in the In Progress table.
Reviewing the Full Submissions
All users can see the full submission by tapping Show Details.
You can also see who created the ticket in the "Ticket Created By" column.
Update Ticket Status
Supervisors and administrators can update the ticket status to keep everyone in the loop on what is being worked on and what work is done.
Closed and rejected tickets are cleared from the Open table and sent to the Closed table on the In Progress page.
Supervisors and administrators can assign tickets to users in the app by adding their name to the Assign ticket to... field.
As soon as the Update Status button is tapped, the assignee will receive an email notifying them that there is a ticket assigned to them. They will also be notified of any changes make to a ticket while it is assigned to them.
Notifications for Assignees
- When a ticket is assigned to an employee, they will receive an email notification letting them know they have been assigned the ticket
- If the ticket has a due date, the assignee will receive an email reminder:
- when the ticket is coming due within 5 days
- when the ticket is overdue
Ticket Permissions - Hide Tickets from Staff Users
This feature will allow you to to determine if Staff level users can view a form's tickets, keeping your sensitive forms controlled.
Enable this feature by updating the "User types allowed to view tickets made using this form" dropdown in Form Settings in Form Builder. If you enable this feature on an existing form with tickets, any tickets already created will be hidden.
Assigning Due Dates
Supervisors and administrators can let the staff know when their tasks should be completed by with the due date field. Add the date that the ticket is due in the side panel of the Show Details modal or the Edit modal.
Keeping track of any changes
Scroll all the way to the right to see who was the last person to update the ticket or change the status, and who the original submitter of the ticket is.
Supervisors and administrators can add comments to tickets. These comments will be included in the notification emails to the assignee. The most recent comment will show in the In Progress table.
Want to learn more?
Watch this quick overview of the In Progress page and the Save-As-Open-Ticket feature.