Current setup:
It is possible to raise tickets through the customer portal.
Within these tickets you can ask some questions by input fields but at the end all of these look very similar.
Example:
Ticket 1: I am not able to start Microsoft word
Ticket 2: Can you please provide an offer for a new monitor
Ticket 3: Can you please provide an offer for updating all my computer to windows 11

Problem:
When using the example in the description above the "Ticket 1" is the default ticket which you receive.
"Ticket 2" is a normal hardware offer whereby "Ticket 3" can be a bigger project.
For most customer I am happy with a written "OK" for "Ticket 2".
"Ticket 3" depends on the customer size but might require a signature from the customer.

Improvement:
Make it possible that the customer can accept an offer and that this somehow can be used in ticket automatisation.

The workflow can be as follows
- customer creates a ticket and asks for an offer for a new monitor
- supporter creates the offer and writes a comment with the monitor details to the customer.
- The supporter does define the options for the customer like a form (Example: "Accept", "Decline").
- the customer can now click "Accept" or "Decline" and optionally write a comment himself (Example: Customer declines and writes a comment "we have decided to use a 27" instead of 24" so please create a new offer")
- it is possible to set automation rules when a button has been clicked as then you can use for example custom fields to set like "offer state" which are either set to "customer accepted" or "invoice has been sent out" or "invoice has been paid"
- when the customer submits the form then the values must be automatically posted into the ticket as a comment (maybe configurable if these are visible to the customer)
- it must be possible to have multiple forms in a ticket as the customer might decline the first offer but accepts the 2nd offer

In case of "Ticket 2" above szenario would be fully OK. In case of "Ticket 3" the form can just be the go for the support to go on to prepare the contract.

It is very important to be able to define custom answers for the enduser to click:
- it can just be a simple "Accept" or "Decline"
- it can be a selection between "Monitor 1", "Monitor 2" and "Decline"
- in can be a choice out of multiple products (checkbox) like "Monitor: yes", "Mouse: no", "Keyboard: yes"..