Automated workflows

Weronika Masternak
5 min read
updated: Jan 24, 2022

What are automated workflows?Link icon

A workflow is a set of conditions that, when met, trigger one or more actions in your HelpDesk license. Automated workflows are designed to help you with everyday, repetitive tasks and speed up your work. They’re easy to use and intuitive no matter how technologically advanced you are.

Automated workflows provided by HelpDesk can lower the time spent on managing tickets. They allow you to respond faster and more precisely to customer requests. Also, automated workflows reduce errors caused by the human element and allow you to focus on challenging topics where the support of a real agent is needed.

To get a job done, think about the tasks you’d like to automate as part of your ticketing work. Write down the steps you need to take and proceed to workflow planning.

When are automated workflows executed?Link icon

Automated workflows are triggered whenever there’s a change to a ticket, including ticket creation. After each change, the conditions of the automated workflow are analyzed again, and when those conditions are met, workflow actions are executed.

Automated workflows dashboardLink icon

To find the automated workflows, go to the “Settings” section, and choose the category “Automated workflows.”

In the automated workflows dashboard, you can find a list of your enabled and disabled workflows. Here you can add, enable, disable, and manage workflows, i.e., edit, duplicate, or delete them.

Automated workflows dashboard.

Single workflow viewLink icon

Single workflow view.

The single workflow view consists of:

  • name
  • description
  • activity status
  • assigned teams
  • the number of workflow executions

Enable/disable workflowLink icon

To enable or disable a workflow, use the “Switch” button on the right side of the workflow.

Edit workflowLink icon

You can edit the workflow and all of its parts at any time. Use the menu and click the “Edit” button to change the workflow’s configuration.

Editing the automated workflow.

You don’t have to disable a workflow to edit it. You can freely edit and change any part of the active workflow. Remember to save all changes.

After editing and saving changes in the workflow, it’ll remain in the same place on the list.

Duplicate workflowLink icon

Use the menu and click the “Duplicate” button to duplicate the workflow with its configuration.

Duplicating the automated workflow.

The duplicate workflow will be at the bottom of the list.

Delete workflowLink icon

To delete the workflow, use the menu and click the “Delete” button.

Deleting the automated workflow.

Before making your request, you’ll see a message asking if you really want to delete it. After that, you’ll get confirmation that the workflow has been deleted along with the whole configuration.

Adding workflowsLink icon

Before you start adding your new workflow, pay attention to the order in which you create automated workflows, as they’re ordered by creation sequence, so the workflow created first will be executed first.

To create your workflow, click the “Add workflow” button.

Adding a new automated workflow

You can choose one of two available options:

  • add a new custom workflow
  • use workflow templates grouped into many useful categories, such as auto-messaging, prioritizing and VIP, assignment, following, labeling, or status change

Two types of ways to create automated workflows in HelpDesk: custom workflow and template workflow.

Custom workflowLink icon

You can create a unique workflow to suit your needs. To automate your processes, select the conditions that must be met to run the actions as well as the actions themselves.

First, think about whether all or any of the conditions have to be met.

All and any options for conditions in automated workflows

Specify conditionLink icon

Next, choose the condition from the list. Configure it according to your preferences, and fill in the available fields.

List of conditions in the automated workflows

If necessary, you can add another condition and adjust it right away. Click on the “Add condition” button to do so.

Specify actionLink icon

Then specify the action to be executed automatically if the conditions are met.

List of actions in the automated workflows

If necessary, you can add another action and adjust it right away. Click on the “Add action” button to do so.

Tips for “Send message” actionLink icon

You can add the advanced “If parameter” when creating the automated workflow related to the “Send message” action to avoid undesirable situations where the assigned agent field is blank or the name of the person submitting the ticket is unknown.

The “If parameter” for an unknown agent or requester.

Use the “If parameter” below and place it in the message body to look professional.

{{#ticket.agentName}}Agent: {{.}}{{/ticket.agentName}}
{{^ticket.agentName}}No agent name{{/ticket.agentName}}

Setting up the “If parameter” in the message body.

Your workflowLink icon

Name and description of the automated workflow

NameLink icon

Name your workflow. To create a name, you can use the actions and the final effect caused by the workflow.

DescriptionLink icon

In the “Description” field, briefly write what your workflow automates. This helps you manage your workflows. Also, your team can quickly learn about the purpose of the workflow by reading the description.

The name and description of your workflow are generated automatically depending on selected conditions and actions. You can change them to your own concepts at any time.
The name and description of your workflow are generated automatically depending on selected conditions and actions. You can change them to your own concepts at any time.

OptionsLink icon

Here you can choose whether to enable or disable the workflow after the configuration is completed.

When all fields are completed, click the “Add workflow” button, and it’ll appear on your list. Every new workflow appears at the bottom of the list.

Workflow templatesLink icon

You can also use proven workflow templates to speed up the configuration process. Think of them as a basis for working with workflows. All workflow templates are grouped into many useful categories, such as auto-messaging, prioritizing and VIP, assignment, following, labeling, or status change.

Check out some workflow templates here.

Categories of automated workflow templates in HelpDesk.

When a customer receives a notification or message as part of the workflow execution, everything seems to be done by the agent. Your customers will never know that their requests are being automated.
When a customer receives a notification or message as part of the workflow execution, everything seems to be done by the agent. Your customers will never know that their requests are being automated.

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