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Auto assign helpdesk queries

Rob
Rob ✭
edited 12/09/19 inArchived 2015 Posts

Hi,

I have set up a webform to collate helpdesk queries. Every query is one of 6 types (one of the fields on the webform is a drop down to select the type of query.

I would like to automatically assign one of four people to handle each query based on which of the 6 types the query is regarding (there is a mapping of type to person)

This would mean only the relevant person would be notified of the new query (I can do this in another way) plus reminders can be sent when the item is overdue.

Is this possible?

Thanks

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  • Stephanie Taylor
    Stephanie Taylor ✭✭✭✭✭✭

    I think one way to do it is to create a webform for each query type and insert a hidden field (the column would need to be a Contact List column )assigning the employee you want to handle the type of query. Then you can set up notifications in the smartsheet to the individuals handling the query.

    I know setting up 6 different webforms may not be ideal. If anyone has a different suggestion please let me know.

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  • Greg Hawk
    Greg Hawk ✭

    You should tryZapier! Zapier uses Smartsheet’s API for automated tasks. You could set up a zap that is triggered when a row is added (new form entry) and can email a specified user the content of row based on the 6 types of queries. Two ways to do this. One, set up a formula that displays an email address based on which query is selected then set the zap to email the row details to whichever email address is displayed or set up a separate zap for each 6 query and set each zap to send to the appropriate user.

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  • Stephanie Taylor
    Stephanie Taylor ✭✭✭✭✭✭

    I watch the webinar on Zapier today it's a pretty cool app but depending on your usage you may have to pay a monthly fee to use it.

    Here is the link for the webinar for Zapier

    https://www.youtube.com/watch?v=adyrvA-bZfs&feature=youtu.be

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  • Rob
    Rob ✭

    Thanks all, will build first solution but Zapier does look very cool so may use later

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  • janedevine
    janedevine ✭✭
    edited 01/07/16

    Stephanie, that was perfect for what I needed! (hidden field for the form)

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The individual URLs will not change. They are tied to the Sheet ID which is hard set to that sheet regardless of location.<\/p>"}]}},"status":{"statusID":3,"name":"Accepted","state":"closed","recordType":"discussion","recordSubType":"question"},"bookmarked":false,"unread":false,"category":{"categoryID":321,"name":"Smartsheet Basics","url":"https:\/\/community.smartsheet.com\/categories\/smartsheet-basics%2B","allowedDiscussionTypes":[]},"reactions":[{"tagID":3,"urlcode":"Promote","name":"Promote","class":"Positive","hasReacted":false,"reactionValue":5,"count":0},{"tagID":5,"urlcode":"Insightful","name":"Insightful","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":11,"urlcode":"Up","name":"Vote Up","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":13,"urlcode":"Awesome","name":"Awesome","class":"Positive","hasReacted":false,"reactionValue":1,"count":0}],"tags":[{"tagID":265,"urlcode":"reports","name":"Reports"}]},{"discussionID":112251,"type":"question","name":"Compressing based on a column label different row data points in one cell","excerpt":"Hi all. I am trying to do a rather complex operation on Smartsheet, generally performed in programming. I have two different sheets: one for Departments and another one for teams. Both sheets can be linked through the interrelation they have, although the teams sheet have multiple times the department across rows (E-G:…","snippet":"Hi all. I am trying to do a rather complex operation on Smartsheet, generally performed in programming. I have two different sheets: one for Departments and another one for teams.…","categoryID":321,"dateInserted":"2023-10-27T12:05:54+00:00","dateUpdated":null,"dateLastComment":"2023-10-27T16:03:56+00:00","insertUserID":163137,"insertUser":{"userID":163137,"name":"Adrià Termes","title":"Intelligent Automation","url":"https:\/\/community.smartsheet.com\/profile\/Adri%C3%A0%20Termes","photoUrl":"https:\/\/us.v-cdn.net\/6031209\/uploads\/defaultavatar\/nWRMFRX6I99I6.jpg","dateLastActive":"2023-10-27T16:00:01+00:00","banned":0,"punished":0,"private":false,"label":"✭"},"updateUserID":null,"lastUserID":113581,"lastUser":{"userID":113581,"name":"Matthew J McAteer","url":"https:\/\/community.smartsheet.com\/profile\/Matthew%20J%20McAteer","photoUrl":"https:\/\/aws.smartsheet.com\/storageProxy\/image\/images\/u!1!zDFUs7dXyHo!7bFXOzNnVPw!fm5dCHPC2D9","dateLastActive":"2023-10-27T16:03:18+00:00","banned":0,"punished":0,"private":false,"label":"✭✭✭"},"pinned":false,"pinLocation":null,"closed":false,"sink":false,"countComments":3,"countViews":20,"score":null,"hot":3396832790,"url":"https:\/\/community.smartsheet.com\/discussion\/112251\/compressing-based-on-a-column-label-different-row-data-points-in-one-cell","canonicalUrl":"https:\/\/community.smartsheet.com\/discussion\/112251\/compressing-based-on-a-column-label-different-row-data-points-in-one-cell","format":"Rich","tagIDs":[254],"lastPost":{"discussionID":112251,"commentID":402038,"name":"Re: Compressing based on a column label different row data points in one cell","url":"https:\/\/community.smartsheet.com\/discussion\/comment\/402038#Comment_402038","dateInserted":"2023-10-27T16:03:56+00:00","insertUserID":113581,"insertUser":{"userID":113581,"name":"Matthew J McAteer","url":"https:\/\/community.smartsheet.com\/profile\/Matthew%20J%20McAteer","photoUrl":"https:\/\/aws.smartsheet.com\/storageProxy\/image\/images\/u!1!zDFUs7dXyHo!7bFXOzNnVPw!fm5dCHPC2D9","dateLastActive":"2023-10-27T16:03:18+00:00","banned":0,"punished":0,"private":false,"label":"✭✭✭"}},"breadcrumbs":[{"name":"Home","url":"https:\/\/community.smartsheet.com\/"},{"name":"Get Help","url":"https:\/\/community.smartsheet.com\/categories\/get-help"},{"name":"Smartsheet Basics","url":"https:\/\/community.smartsheet.com\/categories\/smartsheet-basics%2B"}],"groupID":null,"statusID":3,"image":{"url":"https:\/\/us.v-cdn.net\/6031209\/uploads\/QYFA2XRWG5PR\/image.png","urlSrcSet":{"10":"https:\/\/us.v-cdn.net\/cdn-cgi\/image\/fit=scale-down,width=10\/https:\/\/us.v-cdn.net\/6031209\/uploads\/QYFA2XRWG5PR\/image.png","300":"https:\/\/us.v-cdn.net\/cdn-cgi\/image\/fit=scale-down,width=300\/https:\/\/us.v-cdn.net\/6031209\/uploads\/QYFA2XRWG5PR\/image.png","800":"https:\/\/us.v-cdn.net\/cdn-cgi\/image\/fit=scale-down,width=800\/https:\/\/us.v-cdn.net\/6031209\/uploads\/QYFA2XRWG5PR\/image.png","1200":"https:\/\/us.v-cdn.net\/cdn-cgi\/image\/fit=scale-down,width=1200\/https:\/\/us.v-cdn.net\/6031209\/uploads\/QYFA2XRWG5PR\/image.png","1600":"https:\/\/us.v-cdn.net\/cdn-cgi\/image\/fit=scale-down,width=1600\/https:\/\/us.v-cdn.net\/6031209\/uploads\/QYFA2XRWG5PR\/image.png"},"alt":"image.png"},"attributes":{"question":{"status":"accepted","dateAccepted":"2023-10-27T16:01:43+00:00","dateAnswered":"2023-10-27T13:27:29+00:00","acceptedAnswers":[{"commentID":402001,"body":"

Hi @Adrià Termes<\/a> <\/p>

You can do this using a cross sheet reference.<\/p>

=JOIN(COLLECT({TeamTeam}, {TeamDepartment}, Department@row), \", \")<\/p>

TeamTeam references the Team column on the Team sheet, and TeamDepartment references the Department column on the Team sheet.<\/p>

Hope this helps.<\/p>

Matthew<\/p>"}]}},"status":{"statusID":3,"name":"Accepted","state":"closed","recordType":"discussion","recordSubType":"question"},"bookmarked":false,"unread":false,"category":{"categoryID":321,"name":"Smartsheet Basics","url":"https:\/\/community.smartsheet.com\/categories\/smartsheet-basics%2B","allowedDiscussionTypes":[]},"reactions":[{"tagID":3,"urlcode":"Promote","name":"Promote","class":"Positive","hasReacted":false,"reactionValue":5,"count":0},{"tagID":5,"urlcode":"Insightful","name":"Insightful","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":11,"urlcode":"Up","name":"Vote Up","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":13,"urlcode":"Awesome","name":"Awesome","class":"Positive","hasReacted":false,"reactionValue":1,"count":0}],"tags":[{"tagID":254,"urlcode":"formulas","name":"Formulas"}]},{"discussionID":112256,"type":"question","name":"Dashboard Views","excerpt":"It would be helpful to know how many views a dashboard is getting to see if it's effective","snippet":"It would be helpful to know how many views a dashboard is getting to see if it's effective","categoryID":321,"dateInserted":"2023-10-27T13:16:00+00:00","dateUpdated":"2023-10-27T14:23:56+00:00","dateLastComment":"2023-10-27T14:24:23+00:00","insertUserID":153592,"insertUser":{"userID":153592,"name":"nancy.mina","url":"https:\/\/community.smartsheet.com\/profile\/nancy.mina","photoUrl":"https:\/\/aws.smartsheet.com\/storageProxy\/image\/images\/u!1!WTjeHghqMDQ!hHtd4ZRALXo!6Fyi9bnhkuz","dateLastActive":"2023-10-27T14:07:03+00:00","banned":0,"punished":0,"private":false,"label":"✭✭"},"updateUserID":91566,"lastUserID":91566,"lastUser":{"userID":91566,"name":"Genevieve P.","title":"Community Manager","url":"https:\/\/community.smartsheet.com\/profile\/Genevieve%20P.","photoUrl":"https:\/\/us.v-cdn.net\/6031209\/uploads\/userpics\/KHY4Y67W0VRX\/nF76D5N9MFB28.png","dateLastActive":"2023-10-27T16:19:28+00:00","banned":0,"punished":0,"private":false,"label":"Employee Admin"},"pinned":false,"pinLocation":null,"closed":false,"sink":false,"countComments":3,"countViews":16,"score":1,"hot":3396831323,"url":"https:\/\/community.smartsheet.com\/discussion\/112256\/dashboard-views","canonicalUrl":"https:\/\/community.smartsheet.com\/discussion\/112256\/dashboard-views","format":"Rich","lastPost":{"discussionID":112256,"commentID":402018,"name":"Re: Dashboard Views","url":"https:\/\/community.smartsheet.com\/discussion\/comment\/402018#Comment_402018","dateInserted":"2023-10-27T14:24:23+00:00","insertUserID":91566,"insertUser":{"userID":91566,"name":"Genevieve P.","title":"Community Manager","url":"https:\/\/community.smartsheet.com\/profile\/Genevieve%20P.","photoUrl":"https:\/\/us.v-cdn.net\/6031209\/uploads\/userpics\/KHY4Y67W0VRX\/nF76D5N9MFB28.png","dateLastActive":"2023-10-27T16:19:28+00:00","banned":0,"punished":0,"private":false,"label":"Employee Admin"}},"breadcrumbs":[{"name":"Home","url":"https:\/\/community.smartsheet.com\/"},{"name":"Get Help","url":"https:\/\/community.smartsheet.com\/categories\/get-help"},{"name":"Smartsheet Basics","url":"https:\/\/community.smartsheet.com\/categories\/smartsheet-basics%2B"}],"groupID":null,"statusID":3,"attributes":{"question":{"status":"accepted","dateAccepted":"2023-10-27T14:24:11+00:00","dateAnswered":"2023-10-27T13:38:24+00:00","acceptedAnswers":[{"commentID":402006,"body":"

Hey @nancy.mina<\/a> <\/p>

If you're either the Owner or the Admin of a Dashboard on a Business or Enterprise plan, you can see Views by going to the Activity Log<\/strong> of the Dashboard (File > Activity Log).<\/p>

Here you can add a Date Range and filter by the Views action:<\/p>

\n
\n \n \"Screenshot<\/img><\/a>\n <\/div>\n<\/div>\n

Can you clarify if this resolves your current request or if you had more specifics to your Idea?<\/p>

Thanks!<\/p>

Genevieve<\/p>"}]}},"status":{"statusID":3,"name":"Accepted","state":"closed","recordType":"discussion","recordSubType":"question"},"bookmarked":false,"unread":false,"category":{"categoryID":321,"name":"Smartsheet Basics","url":"https:\/\/community.smartsheet.com\/categories\/smartsheet-basics%2B","allowedDiscussionTypes":[]},"reactions":[{"tagID":3,"urlcode":"Promote","name":"Promote","class":"Positive","hasReacted":false,"reactionValue":5,"count":0},{"tagID":5,"urlcode":"Insightful","name":"Insightful","class":"Positive","hasReacted":false,"reactionValue":1,"count":0},{"tagID":11,"urlcode":"Up","name":"Vote Up","class":"Positive","hasReacted":false,"reactionValue":1,"count":1},{"tagID":13,"urlcode":"Awesome","name":"Awesome","class":"Positive","hasReacted":false,"reactionValue":1,"count":0}],"tags":[]}],"initialPaging":{"nextURL":"https:\/\/community.smartsheet.com\/api\/v2\/discussions?page=2&includeChildCategories=1&type%5B0%5D=Question&excludeHiddenCategories=1&siteSectionID=0&sort=-hot&limit=3&expand%5B0%5D=all&expand%5B1%5D=-body&expand%5B2%5D=insertUser&expand%5B3%5D=lastUser&status=accepted","prevURL":null,"currentPage":1,"total":10000,"limit":3},"title":"Trending Posts","subtitle":null,"description":null,"noCheckboxes":true,"containerOptions":[],"discussionOptions":[]}">

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