Self-service and website integration

Quickly and easily capture cases direct from your website and via self-service channels. Your system gives you a choice of approaches to ensure you don't miss out on valuable information from your customers. An overview of the different approaches is given below.

Embed forms on your website via iFrame

Tweaks can be made to fonts and background colours used on the form. For those customers on V9.0+ please contact our support desk and we will be happy to make those changes. For customers who are on versions 8 or below you can do this by adding CSS rules into the admin screen at: Administration >> General settings >> Styling (Self service), where you can replace existing styles rules with your own.

All fields configured on your forms can be pre-populated with data using URL parameters matching the attribute name, for example using "&AccountRef.Default=XYZ1234" would pre-populate a form field entitled "AccountRef" with the value "XYZ1234" whilst allowing the user to change the value. Similarly, using "&AccountRef.Value=ABC123" would set the field to that value and prevent the user from changing the value, which would then be submitted with the form.

As all iCasework systems are highly configurable, we cannot document all fields available. Please contact the iCasework helpdesk for more information on your specific requirements.

Link direct to forms

Link directly to your forms from your website using the URLs above. The forms can be branded by adding a logo, and you can also tweak the fonts and background colours used on the form by adding CSS rules into the admin screen at: Administration >> General settings >> Styling (Self service), where you can replace existing styles rules with your own.

Send cases to the CreateCase API

If you prefer to capture case details on your own forms, for example those used in your CMS or website, then you can post complaint information into your system by using the CreateCase API. 

Send cases by Email

Finally, cases can be captured in your own software, and emailed to the system inbox queue, or you could publish the email address to your customers to allow them to email direct. For more details, see the email integration documentation regarding inbound email.