Provide a simplified interface to create tickets (API?)

[marien-probesys]

Problem

We want to lighten the ticket qualification phase for agents to make their work easier. Several problems can happen:

• an organization is managed by different teams, and is subject to different contracts: choosing the correct team and the correct contract can be time-consuming.
• a user can be in different organizations, and it may be difficult to select the correct organization by using only its email address.

Solution

To achieve this, we plan to provide a simplified interface for the end-users. This interface would ask a number of questions, such as the reason why the user needs assistance. Some business rules would then analyse the answers, and pre-qualify the ticket (e.g. to choose the organization, the assigned team, or to set some tags/categories).

Two options are possible to build the interface:

• provide an alternative interface directly in Bileto
• provide an API, which would allow to connect any interface to it and be more flexible

My current philosophy is to build Bileto primarily for the agents. End-users are not meant to login in Bileto directly (at the moment at least).
Providing the API to let companies to design their own simplified interface is pretty elegant I think.
Also, we could add a common "collector rules" mechanism to both emails and the API (see #279).
On the other hand, building an interface outside of Bileto requires more work to be done (especially if we want to login the users).

A great inspiration is the contact form of Framasoft: https://contact.framasoft.org/ (I can confirm that it works very well to lighten the work of the agents).

This ticket replaces and closes #147