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As a customer satisfaction manager, I want mail from users to go to the right team and reduce the response time for received messages.

 

Often we want to let users fill in our form and provide the most relevant information, but we need the users details and message to be sent to a particular department. Whilst we could create several different forms, each with an alternative destination, this becomes complicated and we have to manage and maintain several forms. Alternatively, we could create a single form and then manual process it and send it to the most appropriate team after some brief analysis, this can become costly and inefficient and can also be prone to human error and misinterpretation.

 

With Form Mail, it's possible to create a form and define several alternative destinations that your users can pick from when completing the form. This ensures that the end user can decide which department/team their mail goes to and helps to reduce the amount of human processing required. Additionally, it means we only have to create and maintain a single form to capture the same information, this simplifies the process of updating an existing form.

 

In this example, we're creating a form used for customer enquiries, which captures general information from our users and automatically sends the output mail to the correct team. Such forms are often used for simple contact forms and can be generic, therefore it's preferable to use a single form that asks for largely general information from our respondents and a few pieces of specific information for our agents to act on.

 

Instructions

 

  1. Add a mail-form macro to the page

  2. Set a destination in the mail-form macro, this can be an email address, Form Mail ID or a Confluence user ID. This will act as a default for any options we create later that don't provide a specific destination.

  3. Set a subject in the mail-form macro. You can set a more complicated subject if you wish but we will just use a simple subject here

     

  4. Add a mail-input macro to the page for capturing the users name - set the name to "Name" and set the label for the field to "Name"

  5. Add a mail-input macro to the page for capturing the users email address - set the name to "email" and set the label for the field to "Email", add a description in the description field


  6. Add a {mail-outgoing-parameter} macros

    Define a label which will be displayed next to the drop down list. This acts as a container for the {mail-destination} macros which are placed inside.

  7. Add a {mail-destination} macro inside the {mail-outgoing-parameter}

    Each mail-destination macro acts as an option from the drop down list presented in the final mail form

    In the macro editor

    1. Set a label - This will be the label for the option which is shown to the user
    2. (optional) Set a destination - Define the destination you want mail to go to for this this specific option to a separate destination. If left blank the default destination set in the {mail-form} macro is used. Destinations can be a comma seperated list of direct emailn addresses, Form IDs and Confluence usernames.
    3. (optional) Set a subject - You can choose to set a subject for this specific option.. If left blank the default destination set in the {mail-form} macro is used.
    4. (optional) Set a success message - You can choose to set a success message for this specific option. If left blank, the success message will be taken either from the mail-success macro, Form ID or the default success message will be displayed.



  8. Add a mail-textarea macro to capture a message from the user, set name to "Message" and set the a label to "Message"


  9. Add a mail-submit macro


  10. Save to view your completed form





 

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