Hi,

We have a CRM web form on our website, and use Desk for customer support. Currently, we've set it up so that we receive a notification ticket for the web form from CRM into Desk and that ticket's Description holds all the information about the web form request, i.e. name, email address, message content, etc.

Because of the way the ticket is generated, we cannot simply hit Reply to it, as the contact detail info on the left-hand side is not filled in with the contact info the user entered in the web form. The title of the ticket is also always 'Zoho CRM - Web to Contact Notification Alert'. This requires us to create a completely new ticket and then manually copy/paste the user details from the Description in the ticket, into the new ticket.

Is there any way to receive the web form information straight into Desk as a ticket, rather than via CRM? And so that the contact details entered in the web form, are automatically added into the ticket's contact fields (and only the user's message in the ticket's Description)?

Thank you in advance!