Onboarding Request Form

Forum|Forum|7 years ago
June 29, 2018
4 replies
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Scuddy

Hello....

Completely new to Zendesk. We are coming over from a different service desk product that is pretty flexible by very complicated, outdate and time consuming to maintain. 3 server prod environment plus a few test environments. We're trying to move away from the in house, multiple server/environment system and into a cloud based system.

Anyway....

I'm trying to build a form that will automate opening multiple tickets. It will be for IT requests for onboarding new employees.

We have different groups of analysts handle different tasks. Like:

-Create AD/Email accounts

-ERP accounts

-Procure/Provision hardware (laptop, workstation, monitors, cell phone, etc.) if needed

-Desk setup

ETC.

It's a bit of a pain for the requester to have to open multiple tickets for a single new employee. An most of the time they'll put everything in 1 ticket that gets passed around. If one analyst drops the ball and forgets to assign to the next group, then steps get missed and an account doesn't get created or hardware isn't ready when the new employee starts.

Is there a way to create a form with drop downs or check boxes that when checked or selected will open a separate request for the item selected that would then be routed to the appropriate group?

Something like:

Does new employee need Oracle account? (Check box here)

Does new employee new Company Cell phone? (Check box here

Etc.

Thanks in advance.

Scuddy

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J

Jessie17
Forum|Forum|7 years ago
July 5, 2018

Hi Scuddy!

Welcome to Zendesk, and to the Community!

There isn't any out-of-the-box functionality that will create multiple tickets in this way, but I think it should be possible to set up a custom workflow using our API. I've checked in with some of our Community Moderators to see if one of them can give you some additional insight into this!

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A

Anonymous
Forum|Forum|7 years ago
July 5, 2018

Hmmmm i can speak to this. There are essentially 2 ways I've found to do this successfully but it depends on your setup and what you want on reporting.

If your Requesters for these tickets are Agents, I suggest a macro. In the macro you list all the systems and access, equipment, etc that the new resource needs. Once they select the macro, they modify the text to say yes/no, etc.

Program the macro so it routes to the first group that handles these types of requests. Once they're done, they pass it to the next group, etc. At the end, the ticket gets assigned to a manager for signoff and then solved.

The good news about that process is you have one ticket to reference regarding what access amd equipment was given. The bad news is you dont have SLA or turnaround time to report on by hroup because it's all on one ticket.

The other option is create a master ticket with all the same info use the Split N Close (but dont use the CLOSE feature to create one ticket per group. This process can help if you need to report on each group's turnaround time for their task(s) because they're separate tickets.

As far as a form, that is helpful particularly if the requesters are not typically agents. I suggest Cloudset for this, a small added fee, to create really cool custom fields and drop downs. You may not need Cloudset if you have enterprise plan and can leverage different forms.

I'm happy to walk you through these if my rambling didn't help. Feel free to reach out.

Sincerely,
Heather