Using Conversations as a ticketing support system

  Conversations is no longer available for purchase as of January 3, 2023.

You can use ActiveCampaign forms and Conversations together to create a ticketing support system. Doing so will allow you and your team to follow up directly with your contact’s support ticket through Conversations and manage customer communications in one place.

In this article, we’ll show you how to build an automation that delivers a notification email to your Conversations Unified inbox whenever a contact submits your ticketing form.

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Step 1: Create a new automation

In this section, we'll walk you through creating a new automation that uses the "Submits" a form trigger. Once the automation is complete and set to active, any contact who submits your support ticket submission form will be added to this automation.

  1. Click "Automations" to navigate to the Automations overview page.
  2. Click “New Automation” to display the automation menu modal.
  3. Click "Start from Scratch" then click "Continue" at the bottom of the modal window.

Step 2: Add the "Submits a form" trigger

  1. Click the “Submits a form” trigger, then click "Continue."
  2. Select the form from the dropdown that will begin the automation. This is the same form that you are using to collect customer support tickets. In this example, we're going to choose the form called "Conversations Ticketing Support System."
  3. To ensure contacts can re-enter this automation each time they submit a support ticket, set the trigger to run "Multiple times" and click "Add Start."

Step 3: Send a notification email

Next, you’ll need to create a notification email for this automation using the “Send a notification email” action. When a contact enters this step in your automation, a notification email will send to your Unified Inbox and a new conversation will be created for that contact. You and your team can then follow up with the contact regarding their inquiry through this conversation.

To configure this action:

  1. Click the "Send a notification email" action contained in the "Add a New Action" modal. This modal will appear as soon as you finish configuring your "Submits a form" start trigger.
  2. Set the “From Name” to the “Full Name” personalization tag by clicking the personalization icon next to the “From Name” field.
  3. Under “Select field”, choose “Full Name” and click "Save."
  4. Repeat this process to set the “From Email” to the “Email” personalization tag by clicking the personalize icon next to the “From Email” field and click “Save.”
  5. Set the 'Send to' email address to your Conversations forwarding email address. Your forwarding email address will look something like this:
    Learn more about creating a Conversations forwarding email address.
  6. Type a subject line in the “Subject” field.
    Tip: If you associate contacts with a particular Sales or Customer Support person, you can add personalization tags for those custom fields to the subject line. This will help to maximize the timely identification of support requests in the Conversations unified inbox.
  7. Type the message for the notification email in the “Message” box. You’ll need to include the personalization tag that corresponds to the custom field you created to capture the support issue details in your form. To include this field, click the “Personalize Message” button then click the custom field you are using to collect the support ticket details.

    To continue with our example, we created a Text Area custom field titled “Support Issue” to capture the support ticket details in our form. This is the field we'll need to use in our notification email.
  8. Click “Add” to complete the configuration for the Notification Email action. 

Step 4: Name and activate your automation

Add a detailed name for your automation, and set it to “Active.”

Now any new "Conversations Ticketing Support System" form submissions will create a new Conversation in the Unified Inbox for the contact who submitted the form.

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