The Workflow automates processes by transferring activities between participants according to rules and procedures, combining technology and organization to optimize operations. It allows defining the execution order of tasks based on the conditions of each stage, which can be performed by one or more agents.

⚠️Attention: This feature is available only for the Operator and Admin profiles.

Enable Workflow

1. Go to Support > Settings > People > Access Profiles;

2. Select the profile to which you want to allow the creation of Workflow rules;

3. In the Allow register work sequences parameter, turn on the switch;

4. Save the changes.

Now, the Workflow is enabled for creation.

Create Workflow

1. Go to: Customer Support > Settings > Workflow > Workflow;

2. Click on New;

3. Enter a Name;

4. In Conditions, specify the criteria for activating the Workflow;

💡Tip: If you use both types of conditions, the ticket must meet all the combined conditions, in addition to at least one of the independent conditions.

5. In Managers, define who will be able to manage the rule;

6. In Execution Sequence, define the steps of the Workflow, assigning them to agents or teams, and determining when the flow will be resolved or canceled; 

💡Tip: After creation, you can reorganize the step sequence by clicking the move icon, delete steps, or create new ones as needed.

7. Save the information.

Your Workflow has been successfully created!

Workflow in Tickets

When the conditions for the execution of a Workflow are met in a ticket, the system will display a step indicator, showing which phase the ticket is in. From there, the ticket can be forwarded to the next step or returned to the previous one. Managers can move the ticket to any step.

If the execution sequence is assigned to a team, the ticket owner will be selectable from all agents of the team. If the owner is an agent, the responsible field will be disabled, with the selected agent.

The ticket history will register the start and completion of the Workflow, including when the Workflow is deleted or disabled.

⚠️Attention: This information is not visible to customers.

Workflow in the Ticket Grid

You do not need to access a ticket to see which step of the Workflow it is in. You can adjust your ticket view grid to include columns that show the workflow.

1. Access the desired view in the ticket grid;

2. Select Change views; 

3. Choose the panel and view to be modified;

4. Click on the + icon or drag the options to the selected columns list, in the desired order.

5. Save the changes and refresh the grid to see the updates.

💡Tip: Workflow can also be used as a criterion for triggers, access policies, and SLA rules, if needed.