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Inquiry Mappings

Inquiry Mappings define how inquiry form fields map to case template fields. Once a mapping is configured, matching inquiries can be automatically converted to cases without any manual intervention from your team.

Why Use Mappings?​

For high-volume or standardized inquiry types (e.g., IT support requests, HR onboarding forms, customer complaints), manually converting each inquiry is repetitive. A mapping eliminates that step:

  • The inquiry is submitted
  • The system detects a matching mapping
  • A case is created automatically with fields pre-populated from the inquiry

Creating a Mapping​

  1. Go to Inquiry → Inquiry Mappings
  2. Click New Mapping
  3. Select the Inquiry Form to map from
  4. Select the Case Template to create cases with
  5. Map individual form fields to their corresponding case fields:
    • Each form field can be matched to a case template field
    • Unmapped fields are ignored during conversion
  6. Optionally enable Auto-conversion — when on, matching submissions are converted immediately without manual review
  7. Save the mapping

Managing Mappings​

Use the search bar to find mappings by form name or case template name.

Edit​

Click a mapping to update field assignments or toggle auto-conversion on or off.

Delete​

Remove a mapping with a confirmation prompt. Deleting a mapping does not affect inquiries already converted using it.

Auto-Conversion​

When auto-conversion is enabled on a mapping:

  1. A new inquiry arrives matching the mapped form
  2. The system creates a case immediately using the mapped template
  3. The inquiry status is set to Converted automatically
  4. No manual action is needed

Use auto-conversion for well-defined, routine requests where no human review of the inquiry is needed before creating the case.

Tip: Leave auto-conversion off for inquiries that require review or triage before becoming a case.

Best Practices​

  • Create one mapping per inquiry type + case template combination
  • Test mappings manually (by submitting a test inquiry) before enabling auto-conversion
  • Review unmapped fields — if important data isn't transferring, update the mapping
  • Disable auto-conversion during form or template changes to avoid creating malformed cases

See Also​