Overview:
Ensure no ticket falls through the cracks by automating alerts, escalations, and routine follow‑ups based on ticket events.
Steps:
Go to Automation & AI → Workflows.
Click + New Workflow and select a Ticket trigger (e.g., “When Ticket Created,” “When Status = Open”).
Add Conditions (e.g., Priority = High) if needed.
Define Actions, such as:
Send Email to an agent or group
Create Task for a follow‑up call
Change Status after X hours
Save and Activate the workflow. Test by creating a ticket that meets the trigger.
Tips & Best Practices:
Name workflows clearly (e.g., “High‑Priority Ticket Alert”).
Include a short delay (5–10 min) before actions to allow manual triage.
Monitor the Workflow Logs for failures and adjust logic accordingly.
Troubleshooting / FAQs:
Workflow not firing: Ensure the trigger matches exactly (e.g., correct status label).
Notifications not sent: Check email integration settings under Settings → Integrations.
Actions mis‑routed: Review conditions for overlaps or conflicts with other workflows.