Open a Case from every help request
Submissions on your help form open a Salesforce Case with priority and origin set for assignment rules to route.
New submission on your "Get help" form
Create a Case in Salesforce and set Subject, Description, Priority and Case Origin
One-directional. A submission triggers the action — nothing is written back into your form.
A help form that lands in a shared mailbox has no queue, no owner and no age. Sending it to Salesforce as a Case gives it all three at the moment of submission, and your assignment rules take over from there.
Internal IT and service desks running on Service Cloud use this to close the gap between the request form staff already know and the console agents work in. The reporter keeps one place to raise a problem; the agent gets a Case with the priority set by the person who hit the problem.
Setting it up
- 1
Publish the help form with Ticket Subject and Issue Description required. A Case with no subject is close to untriageable, and Salesforce will not invent one for you.
- 2
Set the form's Priority options to the exact Case priority values your org uses — High, Medium, Low — because anything else is dropped when the Case is written.
- 3
In Zapier, point the "New Submission" trigger at the help form and send one real submission so the sample carries every field.
- 4
Add the Salesforce Create Record action, choose Case as the object, and connect the org the service desk actually runs in. Sandbox credentials are the usual mix-up here.
- 5
Map Ticket Subject to Subject and Issue Description to Description, leaving the description as plain text so long write-ups keep their line breaks.
- 6
Set Case Origin to a fixed value such as Web Form, added to the Origin picklist beforehand, so form volume can be reported separately from phone and email.
- 7
Map Work Email into Web Email so Salesforce can match the reporter to an existing Contact, and map Issue Type to Case Type.
- 8
Submit a test request, confirm the Case is created and picked up by your assignment rules, then switch the Zap on.
What maps where
Using the IT Help Desk Ticket as the starting point. These are its real fields — swap in your own and the mapping works the same way.
| Form field | Salesforce |
|---|---|
| Ticket Subject | Case Subject |
| Issue Description | Case Description |
| Priority | Case Priority picklist |
| Work Email | Web Email, used to match an existing Contact |
| Issue Type | Case Type picklist |
| Affected Device or System | Custom field on the Case layout |
Variations worth knowing
Issue Type already asks what kind of problem this is. Zapier paths can read that answer and create the Case with a different record type or queue owner per branch. Assignment rules do the same job; reach for paths when the routing depends on more than one answer.
Add a second action after Create Record that posts to Chatter or a chat channel, filtered to fire only when Priority is High. Every submission still becomes a Case; only the ones someone needs to see immediately generate a ping.
If something isn't arriving
Salesforce falls back to the field default when the incoming value is not on the picklist. Compare the form's options with the Case Priority values in Setup, character for character, and correct the form rather than the Zap.
The Salesforce action has an option to apply active assignment rules, and it is off by default. Turn it on in the action step and re-test. Cases already created keep their original owner and need reassigning by hand.
Frequently asked questions
Does closing the Case reply to the person who submitted the form?
Not by itself. Salesforce sends whatever your Case auto-response and email settings send. formformform is out of that loop once the Case exists, so notifications and replies are configured entirely on the Salesforce side.
Can the reporter see their Case status later?
Only through Salesforce — an Experience Cloud portal, or an emailed update from your Case rules. The form reads nothing back, so no status, owner or resolution is ever reflected on the submission the reporter made.
What happens to requests raised while the Zap is off?
They are still collected. Every response is stored in formformform whether the Zap runs or not, so you can filter the gap, export it, and create the missing Cases by hand once the Zap is switched back on.
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Build the form first
The automation needs somewhere to fire from. Publish a form, connect it once, and every submission from then on runs this flow.
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