I work in a company with a call center for technical support. When we recieve a call for a technicall issue, we ask some specific questions, to our client, to help resolve it, then based on the answers, a trouble ticket is entered into the company's crm system and assigned to the appropriate departments for further action as neccessary. In order to make this proccess as fast and streamlined as possible, instead of having agents type everything or copy and paste from a notepad, we have a little html page that presents forms with the needed client's information and then for each issue the agent can click between 2 or more choices depending on what the client answers.
How it should work
In the end, a submit button creates a ready-to-use text that can be copied and pasted into the trouble ticket that has all the required info. For example it might be like this:
1. Is the power led on?
(checkboxes) YES - NO
1a. If no, is it plugged in?
YES - NO
If the power led is on, is it lit green or red?
GREEN - RED
Hard Reset tried on device
YES - NO
(Cancel - Restart - Submit)
So, if the answers were NO - YES then you would get, upon pressing submit, a text like this:
"Client mentions device malfunction,
The Power Led is off,
The device is plugged into the wall socket.
Please procceed with sending a replacement device."
Then the agent that is on the phone with the customer can get to copy this text and easily have the ticket ready without typing. Iam unsure wether this is done only with html or requires php also.
This is all fine and works flawlessly, but there is a problem. Most people in the company do not know how to modify an html file. I myself have little knowledge in the field.
What must be done
So, we wanted to find, an easy WYSIWYG editor where the appropriate people can just remove or add questions like the ones above, having only to type in the questions and the answers, as often as required, without the need to call for the guy that knows html to do this.
We have found many editors that offer this, as well as a few online solutions.
One greatly usefull one, for instance, is Google Forms. You can check it out with any gmail acount by going to google drive, and creating there a new form.
The problem always seems to be with the submit button though. None of the options we have looked into seem to have a way to create a custom functionallity, to take the answers and questions and based on those, concatennate a complete text, and present in a new or in the same window, like I describe above, WHEN, the amount of questions is unknown to the code at the time of writing it.
Unfortunately, google forms ONLY seem to support outputing to an excel file. Not only that, but ideally we would like to be able to host everything on our own servers and not use google's drive at all if possible.
The real question
So, the question is, what editor or online service can we use to make this happen (HAS TO BE FREE). Or, how could we create a code that could "replace" the submit button of google forms or of other WYSIWIG html editors with the purpose of creating this functionality?
Many thanks for all of your answers.