Customizing Form Fields for Support Case Escalation

Customizing escalation form fields in LearnWise is essential for institutions that want to collect specific data from students or faculty to help support agents solve questions and close cases faster. You can also map the data collected in LearnWise to fields within integrated ticketing systems to segment questions. Here’s how to modify these fields to ensure seamless support ticket creation and to enhance data collection processes:

Why Customize Escalation Form Fields?

• Collect Specific Data to Resolve Cases Faster Customize forms to ensure you gather all necessary information from users to assist them effectively.
• Ticketing System Integration: Mapping form fields to your institution's ticketing system can streamline the support process, making sure that all information translates directly into your support workflow.
• Autocomplete for Efficiency: Certain field types can be auto-filled if LearnWise can authenticate the user, making the process quicker and reducing user effort.

Steps to Customize Escalation Form Fields

1. Log In and Access Assistant Settings:

   • Enter your LearnWise admin account via https://admin.learnwise.ai

   • Go to the ‘Help Desks’ section and “Manage” the Help Desk you want to modify.

     

2. Scroll to “Escalation Form Fields”

   • Within one help desk, scroll down to the “Escalation Form Fields” section to view the current configuration.

     

   • By default, the following fields are included in your help desk:

     • Email Address
     • Subject
     • Description

     

3. Add or Edit Fields:

   • To add a new field, click ‘Add Field’. Choose from a variety of field types like Short Text, Long Text, Phone Number, Dropdown, Date Select, File, URL, and more.

     

   • To edit an existing field, click on the field and modify the Field Name, Field Type, Placeholder text, and whether it’s a required field or not.

     

   • Pro Tip: You can also drag the fields up and down to change the order of the fields.

4. Field Types and Autofill Capabilities:

   • User Email, Student Number, User Role: These fields are set to autocomplete in cases where LearnWise is able to authenticate the user. This is often the case within LMS providers like Canvas, Brightspace, Blackboard, Moodle but depends on your configuration.
   • Dropdown: Allows selection from multiple predefined options.
   • Date Select: Users can pick a date from a calendar.
   • File: Users can attach files relevant to their support case.
   • URL: Users can provide a link to relevant resources or pages.

5. Map Fields to Ticketing System:

   • If your support desk is integrated with a ticketing system - like ServiceNow, TOPdesk, and others - you can map form fields directly to ticketing system fields to ensure data consistency and accuracy.

     

6. Set Placeholder Text and Requirements:

   • For each field, set placeholder text to guide users on what information to enter.
   • Mark fields as 'Required' where necessary to ensure vital information is collected.

   

7. Save Your Configurations:

   • After customizing the form fields to your satisfaction, save the changes to update the assistant’s escalation process.

Summary

By customizing the escalation form fields, you can tailor the support experience to meet the unique needs of your institution and the specific help desk, ensuring that all necessary information is collected efficiently. This not only enhances the user experience by streamlining the support request process but also aids your support team in addressing issues more effectively.

Remember, if there are changes in your ticketing system or support process, revisit these settings to keep the escalation form fields up to date. If you need assistance with form customization or have questions about integration, contact LearnWise support for guidance.

<aside> 💡 If you have additional questions please reach out to [email protected]

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