How to use workflow templates
Workflows are a set of conditions that must be met to execute the selected actions. Read more about workflows and how to manage them to achieve your goals.
HelpDesk has many ready-to-use workflow templates that are grouped into handy categories. The templates are a good starting point when creating your own operational flow for the first time. With templates, you can quickly and easily add automation to your processes.
Below are the most popular ones, which our users have recommended as those that are perfect for starting the adventure with workflows.
New ticket confirmation
This workflow is to send confirmation to the ‘Requester’ after the ticket has been created.
Workflow explanation:
This workflow is executed when all conditions are met. Select the team to link it with the workflow. The basis of this automation is that the ‘Requester’ sent a message which resulted in a new ticket being created in HelpDesk.
You can change the content of the confirmation and add appropriate parameters. Those parameters automatically supplement the content of the message with suitable variables.
Feedback request
This workflow is intended to send a request for feedback when the ticket changes its status to ‘Solved.’
Workflow explanation:
This workflow is executed when all conditions are met. Select the team to link it with the workflow. As you can see, it refers to any agent on the team. The basis of this automation is that the ticket status is set to ‘Solved’ and no one sent a request for a rating. Also, it’s been an hour since the ticket status changed.
You can change the content of the request message and add appropriate parameters. Those parameters automatically supplement the content of the message with suitable variables.
Follow-up
This workflow is to send a reminder to the ‘Requester’ with feedback that the ticket is waiting for a response.
Workflow explanation:
This workflow is executed when all conditions are met. Select the team to link it with the workflow. The flow is executed when the ticket status is set to “Pending.” The basis of this automation is that no follow-up message has been sent to the “Requester” so far. Also, the reported inactivity on the ticket has reached three days.
You can change the content of the follow-up message and add appropriate parameters. Those parameters automatically supplement the content of the message with suitable variables.
‘Pending’ to ‘Closed’
This workflow is to automatically change the ticket status from ‘Pending’ to ‘Closed.’
Workflow explanation:
This workflow is executed when all conditions are met. Select the team to link it with the workflow. The operational flow is executed when the ticket status is set to “Pending.” Also, when the reported inactivity on the ticket has reached three days.