Ticket Workflow

Workflows perform an action automatically based on the ticket circumstances. Workflows are super flexible and can be customized to fit your organization or department’s unique requirements. These workflows are designed to streamline and standardize the process of managing and resolving various types of issues such as IT support requests, customer service inquiries, bug reports, and more. 

You have the flexibility to create your own rules, which trigger actions when specific criteria/conditions are met on the same ticket.

Once you’ve begun working within a workflow where you regularly receive and assign tickets, it’s important to monitor them in a queue. You can easily identify the workflow by its name when it is applied to a ticket. You can select the action to be executed on the ticket and set additional actions to be performed when specific ticket conditions are met.

If a workflow is in an active status, it will be applied to all tickets created by clients or users that match the specified conditions, whereas if the status is set to inactive, the workflow will not be applied. You can set rules based on Ticket properties (e.g., Source, Department, Priority, Status, Subject, Description) and Requester Properties (e.g., User name, First name, Last name, Organization, Organization department, etc.)

Workflow enforcement is based on the following options:

    1. Match Any of the Below: If any of the conditions you’ve specified in the workflow match the conditions of the ticket, then the workflow will be enforced.
    2. Match all of the below: If all the conditions in the workflow match with the conditions in the ticket, the workflow will be enforced.

Benefits of Workflow Automation

1. Efficiency : Workflows make things faster and easier by doing repetitive tasks automatically. This helps get work done quicker and increases productivity.

2. Consistency : Workflows help to avoid mistakes and ensure that things are done correctly and consistently according to the rules.

3. Visibility : With workflows, you can easily see how tasks are going, find problems, and fix them quickly.

4. Accountability : Workflows assign specific roles and responsibilities to members or teams at each stage of a process. This ensures that tasks are not overlooked or delayed.

5. Customizable : Workflows are flexible and can be customized to meet specific industry standards and unique business needs.

6. Streamlined Communication : Automated notifications and alerts, ensuring that relevant members are informed about task progress and updates.

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