Create a Form that Sends an Email to the Most Appropriate Department

Learn how to create a Form that Sends an Email to the Most Appropriate Department in Forms for Confluence Data Center.

As a customer satisfaction manager, I want a response to the right team and reduce the response time for received messages.

Often we want to let users fill in a form and provide the most relevant information, but we need the user's details and messages to be sent to a particular department. Whilst we could create several different forms, each with an alternative destination, this becomes complicated and we have to manage and maintain several forms. Alternatively, we could create a single form and manually process it and send it to the most appropriate team after some brief analysis. This, however, can become expensive and inefficient and can also be prone to human error and misinterpretation.

With Forms for Confluence, it is possible to create a form and define several destinations that your users can pick from when completing the form. This ensures that the users decide which department/team their email goes to and helps to reduce the amount of human processing required. Additionally, we only have to create and maintain a single form to capture the same information, this simplifies the process of updating an existing form.

In this example, we will be creating a form used for customer inquiries, which captures general information from users and automatically sends the output mail to the appropriate team. Such forms are often used for simple contact forms and can be generic, therefore it's preferable to use a single form that asks for largely general information from our respondents and a few pieces of specific information for our agents to act on. To create this form, we start with the Forms macro which sets the destination and acts as the wrapper for all the macro components that make up the form. The following macros are then added to the Forms macro: Input Field, Destination List, Text Area.