Workflow/Automations – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Fri, 24 Jan 2025 09:24:38 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.4 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Workflow/Automations – SupportCandy https://supportcandy.net 32 32 General https://supportcandy.net/docs/general/ Mon, 10 Jul 2023 11:38:22 +0000 https://supportcandy.net/?post_type=docs&p=328277

The Workflow feature in SupportCandy helps you automate and simplify ticket management. Workflows are sets of rules and actions that are performed automatically or manually to make your support process faster and more efficient.

Types of Workflow

  1. Automatic Workflow

    • This type runs automatically based on triggers and conditions you set.

    • How It Works:

      1. Choose a Trigger: A trigger is an event that starts the workflow. For example, when a ticket is created, a reply is added, the status changes, or a custom field is updated.
      2. Set a Condition: Define when the workflow should run by adding rules. For example, “Category equals ‘Technical Support'”.
      3. Add Actions: Decide what the workflow will do, such as adding a reply, changing the ticket status, assigning it to an agent, or updating a ticket property.

    • Once everything is set up, the workflow will automatically perform the actions whenever the conditions are met.

  2. Manual Workflow

    • This type is triggered manually by a user with permission.

    • How It Works:

      1. Set Conditions: Define the rules for the workflow, such as “Priority equals ‘High'” or “Category is ‘Billing'”.
      2. Add Actions: Decide what the workflow should do, such as assigning the ticket or changing its status.
      3. Save the workflow.

    • Users with permission will see a Workflow Widget on the ticket page.

    • If the conditions are met, users can click to trigger the workflow, and the set actions will be performed.

Widget

You can enable or disable the widget from Support → Settings → Ticket Widgets → Workflow

This widget will be visible only if you have any manual workflows.

Trigger Workflow Permission

You can grant or restrict the permission to trigger the workflow from Support → Support Agents → Agent Role → Edit → Trigger Workflow

]]> Manual Workflow https://supportcandy.net/docs/manual-workflow/ Mon, 10 Jul 2023 11:43:49 +0000 https://supportcandy.net/?post_type=docs&p=328285

The Manual Workflow feature in SupportCandy allows agents to execute predefined workflows manually. This feature provides flexibility to evaluate ticket conditions and perform specific actions, ensuring efficient ticket management.

How Manual Workflow Works

  1. Definition
    A manual workflow is a set of rules (conditions) and actions defined by the user.

    • Users can manually trigger workflows using the Workflow Widget on the individual ticket page.
    • When triggered, the workflow evaluates the ticket based on the defined conditions.
    • If the conditions are satisfied, the specified actions are executed.

  2. Triggering a Workflow

    • Manual workflows are triggered directly by the user through the Workflow Widget.
    • The widget lists all available workflows for the ticket.
    • Users can select and trigger the workflow.
    • The system checks the conditions, and if they match, the actions are performed.

Key Components of Manual Workflow

1. Conditions

Conditions are the criteria that the ticket must meet for the workflow to proceed. You can set conditions using various ticket properties and custom fields. Examples include:

  • Ticket Fields: Status, category, priority, subject, etc.
  • Custom Fields: AgentOnly fields, customer fields, or other ticket-specific custom fields.
  • Operators:
    • Equal to: Matches the exact value.
    • Matches: Partial match.
    • Has word: Checks for specific words in text fields.

2. Actions

Actions are the tasks performed when the workflow is executed, and the conditions are met. You can set multiple actions in a single workflow. Available actions include:

  • Add Reply: Adds a public reply to the ticket.
  • Add Private Note: Adds an internal note visible only to agents.
  • Change Subject: Updates the ticket subject.
  • Change Status: Changes the ticket status (e.g., Open, In Progress, Closed).
  • Change Category: Updates the ticket category (e.g., Sales, Technical Support).
  • Change Priority: Modifies the ticket’s priority (e.g., Low, Medium, High).
  • Change Assignee: Reassigns the ticket to a specific agent or team.
  • Change Additional Recipient: Updates the list of additional recipients for the ticket.
  • Change Ticket Fields: Modifies specific ticket fields.
  • Change AgentOnly Fields: Adjusts fields visible only to agents.
  • Change Customer Fields: Updates fields related to the customer.

Example of Manual Workflow

Scenario: A ticket needs to be escalated to a senior support team when marked “High Priority.”

  • Condition: Priority is equal to “High.”
  • Actions:
    1. Assign the ticket to the “Senior Support Team.”
    2. Change the ticket status to “In Progress.”
    3. Add a private note for internal communication.

Steps to Configure Manual Workflow

  1. Go to Support > Workflows > Add Workflow.
  2. Enter the workflow name and description.
  3. Set conditions based on ticket properties or custom fields.
  4. Define the actions to perform if conditions are met.
  5. Save the workflow.
  6. Users with permission can now see the workflow in the Workflow Widget on the ticket page.

Summary

Manual workflows in SupportCandy are user-triggered processes designed to automate repetitive tasks and ensure tickets are managed efficiently.

  • Workflow Widget: Allows users to manually trigger workflows directly from the ticket page.
  • Conditions: Define rules to evaluate tickets based on fields or properties.
  • Actions: Perform tasks such as updating fields, adding replies, or reassigning tickets.

By using manual workflows, agents can streamline their ticket handling and ensure consistent, accurate, and timely responses.

]]> Automatic Workflow https://supportcandy.net/docs/automatic-workflow/ Mon, 10 Jul 2023 11:43:08 +0000 https://supportcandy.net/?post_type=docs&p=328282

Support → Settings → Workflow

The Automatic Workflow feature in SupportCandy allows you to automate repetitive tasks and ensure consistent ticket management. By setting triggers, conditions, and actions, workflows automatically execute predefined tasks whenever a specific event occurs in the ticketing system.

How Automatic Workflow Works

  1. Trigger
    The workflow begins with a trigger, which is an event in the ticket lifecycle.

    • When the trigger occurs, the workflow evaluates the ticket based on the defined conditions.
    • If the conditions are met, the specified actions are executed automatically.

  2. Conditions
    Conditions define the rules or criteria that the ticket must satisfy for the workflow to proceed.

  3. Actions
    Actions are the tasks that are performed if the conditions are satisfied.

Triggers

A trigger is the event that initiates the workflow. You must select a trigger for your workflow. Available triggers include:

  • Create New Ticket: Triggered when a new ticket is created.
  • Ticket Reply: Triggered when a reply is added to a ticket.
  • Submit Private Note: Triggered when a private note is added.
  • Change Ticket Subject: Triggered when the ticket subject is updated.
  • Change Ticket Category: Triggered when the category of a ticket changes.
  • Change Ticket Priority: Triggered when the ticket priority is modified.
  • Change Ticket Status: Triggered when the ticket status is updated.
  • Change Assignee: Triggered when the ticket is reassigned or unassigned.
  • Change Ticket Fields: Triggered when any ticket field is updated.
  • Change AgentOnly Fields: Triggered when an AgentOnly field is modified.
  • Feedback Added: Triggered when feedback is provided for a ticket.
 
Conditions

Conditions are the rules used to evaluate tickets.

  • You can define conditions based on:
    • Ticket fields: Status, category, subject, priority, etc.
    • Custom fields: AgentOnly fields, customer fields, or other ticket-specific custom fields.
  • Operators available:
    • Equal to: Matches an exact value.
    • Matches: Looks for a one or more values in the given values.
    • Has word: Checks for specific words in a field.

Example:

  • Condition: If the ticket status is “Open” and priority is “High.”
  • Outcome: The workflow proceeds only if both conditions are met.

Actions

Actions are the tasks executed when the conditions are satisfied. You can define multiple actions for a single workflow.

Available actions include:

  • Add Reply: Automatically adds a reply to the ticket.
  • Add Private Note: Adds an internal note for agents.
  • Change Subject: Updates the ticket subject.
  • Change Status: Changes the ticket status (e.g., to “In Progress” or “Closed”).
  • Change Category: Modifies the ticket category.
  • Change Priority: Updates the ticket’s priority (e.g., Low, Medium, High).
  • Change Assignee: Change the assigned agents, add new assignee or  remove all assignee.
  • Change Additional Recipient: Replace the additional recepients or remove all.
  • Change Ticket Fields: Updates specific ticket fields.
  • Change AgentOnly Fields: Modifies fields visible only to agents.
  • Change Customer Fields: Updates customer fields.

Examples of Automatic Workflows

Example 1: Auto-Assign High Priority Tickets

  • Trigger: Create New Ticket.
  • Condition: Priority is “High.”
  • Actions:
    1. Assign the ticket to the “Senior Support Team.”
    2. Change the ticket status to “In Progress.”
    3. Add a private note: “This ticket requires immediate attention.”

Example 2: Auto-Close Resolved Tickets

  • Trigger: Out of SLA
  • Condition: Status is “Resolved” 
  • Actions:
    1. Add a reply: “This ticket has been closed due to inactivity. Please contact us if the issue persists.”
    2. Change status to “Closed.”

Steps to Configure Automatic Workflow
  1. Navigate to Support → Settings → Workflow → Automatic
  2. Enter the workflow name and description.
  3. Select a Trigger to define when the workflow starts.
  4. Add Conditions to evaluate tickets based on your rules.
  5. Define the Actions to perform if the conditions are met.
  6. Save the workflow.

Summary

The Automatic Workflow feature in SupportCandy simplifies ticket management by automating repetitive tasks.

  • Triggers initiate the workflow based on ticket events.
  • Conditions evaluate whether the ticket meets the workflow rules.
  • Actions perform tasks like updating ticket properties, adding replies, or reassigning tickets.

By leveraging automatic workflows, you can ensure tickets are handled efficiently and consistently, reducing manual effort and improving customer support.

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