Manual Workflow

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.

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