Auto Assign Emails Based on Contents in the Body of an Email or the "Sent on Behalf of" Email

I am looking to set the requested by of a ticket based on data sent via a form to an email. To give a little context, we are looking to have some end users (younger grade levels in our educational organization) submit a form for support as navigating the IIQ ticketing system would be difficult for them compared to filling out a google or microsoft form with their issue and they do not have access to their email accounts.

Is there a way to have a field on the form autopopulate the Requested By field when a ticket is submitted via email? Ideally on completion of the form I could send an email with the contents of the form and the end user’s email would be a field included in the email that would then automatically assign to the end user based on that field.

Is there anything I can do that would accomplish this *without* the end user sending an email or filling out the ticketing form from IQ?

Thanks!

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@Bryce Kost-Day Thank you for submitting your question to our community!

Have you looked into Remote Support Ticketing? This process may be more simple for your younger users:

Thanks - I have but we have younger students that would have difficulty navigating the different options in the remote ticketing system. What I would like to do is be able to have a user submit a form so that it would pull all of their relevant information and create the ticket and then I could have our help desk team adjusting ticket types as needed before we send a technician to look at the issue. Keep the form simple for the younger kids. Unfortunately they aren’t going to easily be able to navigate if it’s a software issue, device issue, network/wifi, etc.

Is there a way to use a guest user by default? The students are logged in via Active Directory so it presents them with all of the options every time. If we could do the simple guest user form by default, that would be perfect.

@Bryce Kost-Day Thank you for adding additional insight. So I have a few thoughts - brainstorming here with you.

Could quick tickets work? This would be home on their dashboard where all they would have to do is click and go.

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