Workflow templates

Weronika Masternak
3 min read
updated: Aug 20, 2020

How to use workflow templates

Automated workflows are a set of conditions that must be met to perform the selected actions. Read more about automated workflows and how to manage them to achieve your goals.

There are four ready-to-use workflow templates in HelpDesk. They’re very helpful when creating your own workflow for the first time. With workflow templates, you can quickly and easily add automation to your processes.

New ticket confirmation

This workflow is to send confirmation to the ‘Requester’ after the ticket has been created.

Template for new ticket confirmation

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.’

Template for feedback request

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.

Template for follow-up

Workflow explanation:

This workflow is executed when all conditions are met. Select the team to link it with the workflow. The workflow 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.’

Template for Pending to Closed

Workflow explanation:

This workflow is executed when all conditions are met. Select the team to link it with the workflow. The workflow is executed when the ticket status is set to ‘Pending.’ Also, when the reported inactivity on the ticket has reached three days.

Was this article helpful?

Got it!

Thanks for your feedback.

Thank you!

We’re happy to help.

RELATED ARTICLES

Automated workflows

Learn to create automated workflows in HelpDesk.

Read the article

What are ticket priorities

What are ticket priorities and how to use them? Start adding value to your tickets and organize support cases.

Read the article

Try HelpDesk today

Invite your team and explore HelpDesk features for free

14-day free trial Easy setup

Discover our other products