Ticket Flow Trigger Example

——Configure flow triggers based on actual scenarios

What Can You Learn from This Article?

Due to the different types of enterprises, the ticket flow methods vary. In order to meet the diversified needs of enterprises, the agent system has added the function of flow trigger. The flow trigger consists of trigger conditions and execution actions. When a ticket is created or updated, if it meets your preset trigger conditions, the trigger will be triggered and automatically execute the preset actions. This article will show you how to configure triggers that meet your needs in combination with actual scenarios.

Preparation

● Before reading this article, please learn about the function of the ticket trigger, the difference between the two triggers, and the basic operation of trigger configuration.

Related article: Ticket Flow Setting Guide

● Analyze the configuration logic and conditions of the trigger according to the actual business scenarios and then configure the trigger.

Example 1

The flow trigger can help you automatically assign user submissions from different channels to different agent groups for processing;

For example, the tickets submitted by "WeChat" are assigned to the WeChat agent group for processing

1. Trigger event: "Ticket" is "Created"; 2. Trigger condition: "Ticket: Submission Source" is "WeChat Official Account Submission" or "WeChat Mini-Program Submission"; 3. Execution actions: "Assigned to Agent Group", "WeChat Agent Group", and "Avg. Assign to All Agents";

Figure 1: Example 1

Example 2

The flow trigger can help you automatically set the priority of ticket processing according to different ticket categories;

For example, the complaint ticket has the highest priority

1. Trigger event: "Ticket" is "Created"; 2. Trigger condition: "Ticket: Category" is "Complaint"; 3. Execution action: "Priority" is "Urgent";

Figure 1: Example 2

Example 3

The flow trigger can help you realize the internal ticket flow in the enterprise, such as the internal flow of bug tickets. Flow path: The front-line agent creates a ticket after receiving the problem feedback —> the ticket is automatically assigned to the second-line agent, and the agent confirms whether the problem is a bug —> If it is a bug, it will automatically flow to the R&D team for processing; otherwise, the second-line agent will give a corresponding reply and close the ticket.

● Trigger 1: The bug ticket is assigned to the second-line agent group 1. Trigger event: "Ticket" is "Created"; 2. Trigger condition: "Ticket: Category" is "bug"; 3. Execution actions: "Assigned to" "Second-line Agent Group";

● Trigger 2: The second-line agent group assigns the bug ticket to R&D agent group 1. Trigger event: "Ticket" is "Replied"; 2. Trigger conditions: "Ticket: Category" is "bug"; "Ticket: Status" is "Processing"; "Ticket: Receiving Agent Group" is "Second-line Agent Group" 3. Execution actions: "Assigned to" "R&D Agent Group"

Figure 1: Example 3