Workflows

Ticket Fields

Deskpro admins often want to be able to add extra ticket statuses; for example, to record that a ticket is brand new and needs to be assigned to the right team, or that it is ready to be resolved and should be reviewed by quality control.

However, the core function of ticket status is to record whether an agent or user is due to reply to a ticket. Allowing extra custom status values would disrupt this, so we don’t allow it.

Instead, we provide workflows as a way to record the stage of your support process that a ticket has reached.

For example, you could have workflow values of ‘Triage’, ‘Support’ and ‘Quality Control’, then use a trigger to set all new, unassigned tickets to ‘Triage’.

As with all custom fields, you can control which departments the workflow field is displayed in from the Ticket form layouts.

To create workflows:

  1. Go to Tickets > Fields and make sure that the Workflows switch control is on.
  2. Click Workflows, fill in the name of the workflow value you want to create in the Enter a title... box, and click Add.
  3. Repeat until you have made all the workflow values you want.

../_images/set-workflows.png

You can drag workflows by the handles at left to order them. This only affects the order of display to agents.

Published: 23/03/2017

Last updated: 23/05/2018