Modifying and Adding Workflows

How to create or change a workflow to guide the flow of work your agents perform. Related Articles: Actions Teams Ticket Types In this guide we will cover: Amending/Adding Workflows Adding a Closure Approval Step Automation Actions Integration Runbook Action Adding Agent/ User Restrictions on Actions Workflow Specific Actions Admin Guides Workflows Related Guides Access […]

Workflow Automated Quick Actions

In this guide we will cover: – Creating a Quick Action – Setting the Automation on the Workflow – Using the Action Associated Admin Guides; Actions Workflows Related Guides: Creating and Using Quick Actions Creating a Quick Action To automate an action on a workflow, a Quick Action needs to be used. To configure one, […]

Workflow Step Rules

In this guide we will cover: – What are Step Rules? – Creating Rules – Example Rules Associated Admin Guides: Workflows Rules Related Guides: Modifying and Adding Workflows Ticket Rules What are Step Rules? Step Rules are ticket rules that only apply at a certain step of a workflow instead of only on new tickets […]

The Opportunity Workflow

In this lesson we will cover: – Modifying the Opportunity Workflow – Adding The Chevron View to the Workflow Progress Visual Shown on Tickets – Workflow Flow Chart – Adding the Quick Action For Emailing a Quote – Working Through The Ticket Using The Edited Workflow Associated Admin Guides:  Actions Workflows Ticket General Settings Associated Guides:  […]

Updating Workflow Step Based on the Stage that is Clicked

In this lesson we will cover: – Setting up Chevron view – Editing the Workflow – Using on a Ticket Within the Details tab of the workflow, you can add in the step you would like to move to if the chevron view is enabled and a stage of the workflow progress visual is clicked […]

Workflows

In this lesson we will cover: – Amending/Adding Workflows – Adding a Closure Approval Step – Details Pane – Automation Actions – Integration Runbook Action – Access Restriction on Actions – Workflow Specific Actions Associated Admin Guides:  Workflows Associated Guides: Operational Level Agreements Departments Workflows allow you to structure the process a ticket goes through […]

Operational-Level Agreements (OLAs) on Workflows

In this lesson we will cover: – Example Workflow – Configuring One Yourself – Reporting on OLAs Admin Guides: Modifying and Adding Workflows Operational-Level Agreements are, at their very base, target times for certain parts of a Workflow, whether that be the Stages or individual Steps. The main configuration for these will be on a […]