Autotask Ticket Form in WordPress– Create Ticket in Autotask

hi everyone in this video I'm going to talk about how to actually create a form on your website on your WordPress website and then how to bring that information in from that form into Auto task so we're going to create a ticket form we're then going to use zapier to pull that information out of the form on our website and and create a ticket inside I want to task against the correct company so let's go and take a look at how this works so what we want to do the very first thing we we want to do is um we want to get hold of a copy of any I guess any kind of form Builder will work I am using specifically gravity forms I find that gravity forms is just the easiest to work with but you can use any forms Builder gravity forms is a paid version of an um WordPress plugin so here you can see we've got the pro license you do need to get at least the pro license because that gives you the ability to have the zapier add-on I'm not going to go through how to actually install the plugin but once you get the plugin installed the first thing you then need to do is go to the add-ons and once you've gone into the add-ons you have to go all the way down to the bottom um and you'll see oops you'll see a little button on the add-on for zapier that says install like these ones do um and that will go ahead and install and then you activate the plugin so if you then look in your plugins section you will see that you now have two plugins which is the normal gravity forms as well as the gravity forms zapier and on we do need to have both of these before we can go ahead and and get this working what will happen now is we're going to go ahead and create a new form so all we do is simply hit new form and let's call this we've already got one called ticket so let's call this tickets one and we create the blank form so what this is going to allow us to do is to bring in our certain Fields so let's just bring in a single line of text and what we're going to do on here is we're going to go ahead and click in here and maybe call this email address and we do have to mark this as required because we do need them to enter their email address um because this is the field that we're going to use to look up who the user is and match them to an account Within autotask so let's just do another one in here oops let's just bring this into here and then what we'll do in here is to call this one maybe subject and again the subject field in order to task is required so we do have to have them having that information in there and then the last one we can bring in is paragraph text and this is so that we can now do a description or something like that so maybe we can do something like you know whatever you want to put in there this one does not have to be required um but as we're making them all required I may as well make that required those are really the only three fields that we actually need to have on this form so once we've got this working and we save the form we can obviously then go ahead and preview this you can see that's how the form is going to display and we know that we've got a ticket ID of five okay so we're going to come back to this in a little while but while we're here what I am going to do is just point out this add-ons um I'm not the add-on section sorry under the settings section um you can see here we have zapier and this will tell you what you need to do to get zapier working so you need to enable the rest API and create a gravity forms API key and then you need to create a form and then you need to create the zap so on the rest API we need to come back into here um you can see I've got a bunch of these already but what I'm going to do is to create a new key and I'm just going to call this brackets tickets and tickets two for example and here I'm going to use this as read write I'm going to be presented at this point where the consumer key and a consumer secret you can of course copy these if you want to of mine oops I bet I will I will delete these after the the demo so copy away if you want to um and what I'm going to do is I'm simply going to just paste these into my notepad so I'm just going to paste that one in there and then I'm also going to just paste this security key consumer secret I'm going to post paste that into my notepad as well because we're going to need to come back to these in a few minutes right so that's it so we've created the form and we've created the API key and of course we've enabled the rest API settings cool the next thing we need to do is we need to go into zapier so again zapier does need to have a paid account and the reason being is the free account only gives you the ability to have um you know one Trigger or one condition we need to have multiple conditions in order for this to work multiple steps as they call them within zapier so I use the starter pack for this and that's more of insufficient um not sure what what the pricing is we can have a quick look um you know it's it's going to be something along the lines of there you go 20 23 pounds a month if you're in the UK probably about 25 somewhere around there per per user per month okay let's go back to uh let's go back to here uh sorry I didn't want to go there I wanted to actually come into here and then I want to go into create I'm going to create a news app so what we're going to do from here the trigger that we need is going to be this gravity forms so we're going to go into gravity forms and we're going to say the trigger what the event is on the trigger so I'm just going to get rid of this yeah go away the event is when a form is submitted so we've created the form and we're going to say this is what is going to trigger zapier to say when the form has been created so we're going to go form submission and now we're going to go and choose an account so at this point um it's going to say you know which gravity forms account do we need you can go ahead and create a new account and what this will do is this will ask you for your site URL your consumer and your secrets that we created earlier on but I'm going to actually use mine that I already have set up which is my PSA consultant website so I'm just going to use that um and then I'm going to hit continue so now what it's saying to me is what form do I want to use um on this trigger so at this point I'm going to go ahead and I'm going to use that tickets form which I think are called tickets one yep so I called that tickets one and then I'm just going to give it um a unique name in here so I'm just going to call this tickets one okay and then I'm just going to say continue so now I've tested the trigger and you will see that this should pop up a box saying yep we found some entries on a um you know we've got some sample values in there so I'm just going to say continue with the selected record so the action that we now need to take once the form has been submitted so we need to go into Auto task and there's a couple of things we need to do at this point um so we're going to the order task um latest so you always make sure you pick the latest one and the event that we want to do in here is there's there's actually a few steps that we want to do at this point and this is the reason you need the paid version of zapier because we're going to do multiple steps and the first step that we're going to do is we're actually going to find a contact okay so we're going to say we want to find a contact inside autotask um so before we carry on as well one of the things I should have mentioned is you need to create an API key inside autotask so to do that you come into order tasks go into um account settings and users and then go to resources and users new API user then here you can just call this one if you want get all the information the most important thing you need is to use this username this password and then here you need to pick internal sorry integration vendor and this needs to be Auto task and I think there's an autotask zapier connector so you need to use auditor zapier connector and then you can make whatever application you want something like that and save and close this and you are going to need to keep this and this aside because what zapier will allow you to do is again it's going to ask you which account you want to use if you don't already have one set up then it will give you the ability to actually create the API account in here and but I'm just going to go ahead and I'm going to use this one so I'm going to say continue and now we want to find the contact so which contact do we want to find well we want to find it based on the email address they've entered in that form we've just created so what we want to do in here is under the contact information in order task we want to find the email address based upon the entry that we put in here which is email address okay now that is all we want to do is we want to say go and find a contact and use the email address that we typed into that form as the basis for finding that that contact so now we can go test the step and it said nothing could be found for the search and this is basically because we don't have anything inside that form so what we probably need to do at this point is we just need to come in and create a new page on our website let's just create a new page and let's call this let's just go into here and say add form in the form we want to add is tickets one and just insert the form and publish of course you're going to want to put this into you know whatever page you want that um that kind of makes sense um and then we're just going to preview the changes and what this will do is now it'll give us the form so here I can put in um let's do this and so once we do this and we hit submit our form has been submitted so now inside the zapier we are going to be able to go and run this test again and what that should do is hopefully I don't know why it's it's erroring out let me skip the test on this for the time being let me test the step again nothing could be found in the search okay so I'm going to do is go back to here and this time what I'm going to actually do and sometimes this does happen um with zapier is I'm just going to say again I want to bring in the email address I'm going to hit continue and go back to action I'm going to hit refresh fields let me go back to actually let me go back to the form submission in here and go through the continue here because now it will give me the ability to find a new record there we go so if I say find new record I can now see here was the information that I found here's to help me now and we have an actual valid email address so now the next step should hopefully work which it did I think yes a contact was sent to autotask about two seconds ago okay so sometimes that happens so what I basically did is because I couldn't find the contact because I hadn't already generated the form so I probably should have done that right in the beginning we have to go back in and run this step again so that the step finds that information on the form and then once we have that information we can we can just go ahead and say yeah we know that that all works fine so just re-test the step um and it should give me the ability to now publish this so let's go out of here I don't know why it's not allowing me to do anything else uh you must fix the other issues I don't know what other issues we have in here continue says there's issues in other steps I'm not sure what those other issues in those steps are but we'll just exit that for now so we go find the the contact in order task and once we've found the contact what we then want to do is we want to now have another step where we can also go back into autotask use the latest and the event that we want to do here is to create a ticket um oh that's ticked itself now so I guess it's figured itself out when I go ahead and create a ticket we want to use that same information we had before now it's asking us which company we would like to create this ticket for so of course in the step prior to this we went and found the the contact so what we now want to do is we want to say well we want to use the company name from that previous step so if we click on custom we can say from here where we found that company information we should have somewhere in here Company ID so that is the company that we want to use to create the tickets so let me just back here again I use my Chris said account properties that step found that contact and in the step that we're going to do here it says well in that previous step it it found the contact so here is the contact you can see there he is Chris Timm um and it's given us the company ID that that contact that email address that it found in in this previous step it's now given us the company details for that particular um company now the interesting thing here this says company and what they actually mean here is this has to be a company ID not the name of the company okay so what we now need to do is come in here and we can maybe say the description of the ticket is going to be whatever we entered into the form so that's going to be in this form where we have description and then we're also going to in here set a priority and the priority is going to be low now we could have put Priority onto the form as well and given the customer the ability to do that but I'm just going to make it low um and you can see going through all of these fields there are going to be certain ones that you have to fill in so the status in here I'm just going to make this new we could select a ticket category if you wanted to as well the title um so that is the required field and we can pull that from whatever the customer has entered into that form so now we can go ahead and find this form and we can put the title which I guess was going to be the subject if you like um and I think that might be all we need let me just let me just go back and check status yeah that's fine I think that is all we need okay so now we can go continue and we can test the stamp so now you can see it's now going to go ahead and attempt to create the tickets okay and the ticket was sent to all the tasks about two seconds ago um and that is it that is the two steps or the three steps that we basically need to be able to create a ticket based on that form so let's go into here now go back to our WordPress site let's go and view this page again it says preview pages preview changes even um here it is so in here let's do it again so let's go Chris at Karen properties and now I can say um you know and I simply click on submit now all we need to do at this point is wait for the uh you know wait for the the zap to trigger and what I am going to do is just very quickly create um actually I don't need to do that I can just look at any tickets that came in and I'll tell you what I'm going to do I'm going to create a all tickets created today so there you go so I now have tickets created today for Karen properties and if I simply click on this here is our ticket help me please I need some serious help this is the one we just typed in so you can see it's done that it's also linked us to the correct company based on that email address and let's put our description in there it's put it into the right queue it's put it into the right status um it's given us all the correct information that we need based on that form so let's go through this again and see what we've done so we're using uh zapier in here to look at this gravity form so we're saying you know the gravity form is going to the event is going to be a form submission we're going to use the gravity form that's on this website and and we've used those um those API details uh to fill this form in this is the form we're going to pull the information from so what we can now do is if we just hit edit zap and what this will do is if we go through each of these steps individually just to show you what they do um just in case you've missed anything so if we come into you know the gravity form submission so you can see here we're looking at the event when the form has been submitted I.E I clicked on um on that submit button so I clicked on the button here in the form that says submit okay so what we're going to do is we're going to look for that um and then if I continue this and what it then does if I say find new records this will find that newest one that we've we've used so here you can see we found that information we then go into the next step where we go ahead and we find a contact so we find it and we fi and what are we looking for when we find it um that is based upon the email address that we entered in in over here so it's based on this field so you can see the field name in here it's got the little G sign in there so we're pulling that in from from Gravity forms um and then simply all we're doing at this point is so we just continue this um and then the last step that we're doing is we're actually now going ahead and creating the tickets if we look at the action we're creating it based on a company that we found in this step so when we find the email address and we know what that email address is if we go back to this previous step just to show you actually if I go find contact in in Auto task and I'm just going to continue this let's continue this um so if I go refresh fields what this is basically doing is it's saying in this step where I found the um the email address so if I continue this um now you can see here is all of the information that it's found when it's looked for that email address so it's found the email address of Christopher Karen properties.com and you can see it's it's found the first name the last name and somewhere down here we're going to have um you know the company ID so it knows who that person is by doing that fine step in zapier and then all it's going to do now is create the ticket based upon the information that we found so we're going to create the ticket and we're going to use the company ID that we found in this step and put that in today and we can just fill in all the bits and pieces on on here and that's it that is it it really is that simple what we can now do is to go ahead and just say you know this is going to be um gravity forms to order task we simply publish that give it a version number and we're good to go now there's so many uses for this this is how you can create a a ticket but um I have it on my website personally that instead of it creating a um ticket I have it actually going in and creating an opportunity so from my contact us form I have it um you know then creating it as an opportunity within autotask um and it then well first it creates the the company it then creates the contact it then creates the opportunity and then it also creates a ticket based on all of that so that will be something I will be going through in much more detail but this is just a very simple way to show you how to get information from your um your WordPress websites into all the tasks using this ticket form so I hope that's that's helped if you find these videos useful I really would appreciate it if you could like And subscribe um and hit that notification Bell so that you get notified fine of any more videos that I do and if there's any kind of particular video that you wanted to see I would really appreciate it if you let me know in the comments below thank you for watching and I look forward to seeing you on the next video