Workflows

Note ** before tackling workflows, we recommend contacting your CSM to help walk you through them.

Workflows can be used to automate ticket routing, prioritize support inquiries, set up escalation rules, manage SLAs, and perform various other tasks to streamline the support process and improve customer service.

Here are some components of a workflow that are important to understand:

Definition of Steps: A workflow starts with the definition of steps or actions that need to be performed in a particular order to accomplish a specific outcome. Each step represents a task or operation that contributes to the overall process.

Sequential Order: Workflows follow a sequential order, meaning that the steps are performed one after another in a predetermined sequence. The completion of each step triggers the start of the next step in the workflow.

Conditional Branching: Workflows can include conditional branching, where the process may take different paths based on certain conditions or criteria. For example, if a certain condition is met, the workflow might take one path, and if the condition is not met, it follows a different path.

Automated Actions: Workflows often involve automated actions, where tasks are performed by the system or application without requiring manual intervention. Automation helps to save time, reduce errors, and improve consistency.

Notifications and Alerts: Workflows may include notifications and alerts to inform relevant stakeholders about the progress or completion of specific steps. Notifications can be sent via email, in-app messages, or other communication channels.

Data and Information Flow: Workflows often involve the flow of data and information between different steps. For example, data collected in one step might be used as input for the next step.

Approval Processes: Some workflows may include approval processes, where certain steps require approval from authorized personnel before progressing further.

Monitoring and Optimization: Workflows can be monitored and analyzed to identify bottlenecks, inefficiencies, or opportunities for improvement. By analyzing workflow data, organizations can optimize their processes for better performance.