Inquiry
The Inquiry module is a multi-source submission capture system. It lets you collect inbound requests through public web forms, email, phone, or chat — and convert them into cases when they need action.
Access Inquiry from the Inquiry item in the left sidebar.
Overview
The Inquiry module has three sections:
| Section | Purpose |
|---|---|
| Forms | Build and manage public inquiry forms with shareable URLs |
| Inquiries | Review and act on submitted inquiries from any channel |
| Inquiry Mappings | Map inquiry forms to case templates for auto-conversion |
How It Works
- Create a Form — Build a form in the Forms section and publish it with a public URL
- Receive Submissions — Customers or agents submit inquiries via the form, email, phone, or chat
- Review Inquiries — Team members review new inquiries in the Inquiries tab
- Convert to Cases — Respond, convert to a case, or close the inquiry
For high-volume or standardized requests, set up Inquiry Mappings to automatically convert matching submissions into cases without manual review.
See Also
- Forms — Create and publish inquiry forms
- Inquiries — Manage inbound submissions
- Inquiry Mappings — Auto-convert inquiries to cases
- Case Management — Working with cases after conversion