email-to-case for specific custom form (help desk form)

AI generated answer (using internal Slack threads):

Based on the conversations, it seems that the issue is related to the customization of the "Help Desk" form in the Employee Center. The user is trying to set a custom form as the default instead of the "Standard Help Desk Form", but the system keeps defaulting to the standard form. Here are some key points from the conversations: 1. The "Help Desk" feature in the Employee Center allows employees to submit internal Support Cases. However, the system defaults to the "Standard Help Desk Form" even after setting a new custom form as preferred. 2. The user has tried setting the new custom form to be preferred on both the form and the employee center role, but it's still defaulting to the "Standard Help Desk Form". 3. One suggestion was to check the "roles" tab on the new form and assign it to the employee center to make it visible. However, it does not appear that you can give them the option to pick between various forms. 4. The user built a workflow that displays the Custom Form field, but every time the employee center role changes the custom form, the form defaults back to the preferred form. It was suggested that this might be a limitation of the employee center and that separate employee center roles might be needed to give them different forms. 5. Another suggestion was to use a workflow/script to modify what fields are visible based on what case profile they pick. Alternatively, setting up Online Case Forms and creating a custom center tab directing them to the different Online Case forms could work better. 6. For support cases, the template default is under the Case Profile settings. In the Notifications tab, you can choose which System Email Template goes out for the specific actions (i.e. assignment, new case, closure, etc). ****** Disclaimer: This response was generated by an artificial intelligence assistant based on previous conversations from multiple Slack channels, and may contain inaccuracies or mistakes. ******