Navigate
Deskpro Support
  • Register

  • or
  • Login
    Need a password reminder?
  • English
or
Contact Us
  • Get in touch

    Send us an email

  • Submit Feedback

    Feedback and suggestions submitted by customers like you

  • Start a chat session

  • Knowledgebase Read help articles
  • Guides Product documentation
  • News News & updates
  • Feedback Custom suggestions
  • Downloads Browse our downloads
  • Contact Us We are here to help
Admin Guide
Download PDF

  • Introducing Deskpro
    • Deskpro Features and Benefits
    • Deskpro basic concepts
    • Account Types
    • Deskpro Interfaces
  • Creating Your Helpdesk
    • Cloud vs. On-Premise
    • Cloud Sign-Up
    • Custom Domains
    • Setting Basic Details
    • Disabling the Helpdesk
  • Launching Your Helpdesk
    • Personalize your Helpdesk
    • Organize with Departments
    • Set up your Agents
    • Decide on User Channels
    • Triggers for Automation
    • Extra Customization options
    • Launch the Helpdesk!
  • Importing Data
    • Helpdesk Data Importer: Zendesk
    • Helpdesk Data Importer: Kayako
    • CSV User Import
    • Import/Export via API
  • Managing and Deleting Personal Data
    • How To: Delete Knowledgebase Articles
    • How to: Delete Chats
    • How to: Delete Tickets
    • How to: Delete Users
    • How to: Delete Agents
    • How to: Export User Data
    • How to: Delete Guide Topics
    • How to: Delete Downloads
    • How to: Delete News Posts
  • Agents
    • Creating Agents
    • Agent Permissions
    • Permission Groups
    • Agent Teams
    • Logging in as an Agent
    • Monitoring Agents
    • Satisfaction Survey
    • Managing Agent Passwords
    • Editing Agent Profiles
    • Deleting an Agent
    • IP Whitelisting
    • Admin Access Log
  • Departments
    • Departments Overview
    • Managing Ticket Departments
    • Using Departments
    • Department Permissions
  • Email Accounts
    • Adding Ticket Email Accounts
    • Email Accounts and Triggers
    • Department/Email Links
    • Email Handling Options
    • Running an email-only helpdesk
    • Monitoring email accounts
    • Dealing with spam
  • Ticket Fields
    • Categories
    • Priorities
    • Workflows
    • Products
    • Custom fields
    • Field validation and display
    • Ticket form layouts
    • Ticket ref codes
  • Automating the Helpdesk
    • Triggers
    • Trigger examples
    • SLAs
    • Macros
    • Escalations
    • Satisfaction survey request
    • Round robins
    • Setting urgency automatically
    • Incoming Webhooks
    • Displaying IDs for items
    • Actions guide
    • Sending SMS alerts
  • CRM and usergroups
    • Usergroup permissions
    • User registration
    • Managing user passwords
    • Custom CRM fields
  • Portal
    • Basic portal settings
    • Portal branding and design
    • Customizing portal content
    • Advanced portal editing
    • Enabling Guides
  • Multi-Branded Portals
    • Setting up a New Brand
    • Feedback in Multibrand
    • Multi-Brands
    • Tickets in Multi-Brands
    • Agent Permissions in Multi-Brands
    • Ticket Triggers in Multi-Brands
    • Escalations in Multi-Brands
    • SLA’s in Multi-Brands
    • Snippets in Multi-Brands
    • Snippet Variables in Multi-Brands
    • Reporting in Multi-Brands
  • Chat
    • Chat setup
    • Multi-language chat
    • Chat departments
    • Chat queues
    • Chat embed
  • Editing Templates
    • Introducing templates
    • Twig syntax basics
    • Email templates
    • Portal templates
    • Useful template variables
    • Variables in custom phrases
  • Localization
    • Date & time settings
    • Languages
  • Deskpro Apps
    • App permissions
    • Authentication apps
    • Gravatar
    • Share Widget
    • Resolve User Hostnames
    • Google Analytics
    • Highrise
    • HipChat
    • Microsoft Translator
    • JIRA
    • Salesforce
    • Twilio SMS
    • Clickatell SMS
    • SendGrid
    • Trello
    • Zapier
  • Authentication and SSO
    • Agent and user authentication
    • Understanding SSO options
    • Auto agent
    • Grant usergroup
    • Multiple usersources
    • Filtering a usersource
    • Importing user data
    • Active Directory setup
    • LDAP setup
    • JSON Web Token setup
    • SAML setup
    • Database auth setup
    • OneLogin setup
    • Okta setup
    • Google+ setup
    • Wiacts Nopassword setup
  • Integration
    • Using web hook actions
    • Using the Deskpro API
    • Creating widgets & apps
  • Labels
    • Introduction to Labels
    • Managing labels
    • Merging labels
    • Setting label colors
    • Label permissions
  • Agent Interface Options
    • Automatic ticket locking
    • Setting ticket defaults
    • Time log and billing
    • Problems & incidents
    • Custom filters
    • Ticket archiving
    • Ticket purging
  • Anti-Abuse Options
    • Login lockout
    • Portal rate limiting
    • Email rate limiting
    • CAPTCHA settings
  • Exporting Data
    • Exporting data via API
  • Billing and Licensing
    • Cloud licensing
    • On-Premise licensing
  • Appendix
    • Deskpro Terminology

Workflows

23/03/2017 23/05/2018

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.

Comments (0)

Add a comment

To prove you are a human, please tell us the text you see in the CAPTCHA image


Quick Jump
  • Deskpro Support
  • Knowledgebase
  • Guides
  • News
  • Downloads
  • Feedback
  • Contact Us
Top
Helpdesk software provided by Deskpro