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Workflows

Workflows define the lifecycle of a ticket, from creation to resolution. They map out the different states a ticket can be in and the transitions between those states.

Workflow Components​

Status Categories​

Workflows use color-coded status categories:

  • To-Do (Black): Tasks that haven't been started
  • In-Progress (Blue): Tasks that are currently being worked on
  • Done (Green): Completed tasks

Additional categories can be added as needed, but the default categories cannot be deleted.

Workflow Design​

Workflows are created as flow diagrams that connect different statuses through transitions:

  • Define the statuses a ticket can have (e.g., New, Assigned, In Review, Resolved)
  • Create transitions between statuses (e.g., from New to Assigned)
  • Name each transition to describe the action (e.g., "Assign to Agent")
  • Configure any fields that need to be filled during the transition

Workflow Integration​

Workflows are created separately from templates and can be reused across multiple templates:

  • Create workflows in the dedicated workflow design screen
  • When configuring a template, attach the appropriate workflow to the status field
  • This allows for standardized processes across different ticket types

Workflows

Workflow Components