Workflow recipes reference

This article contains a reference list of workflow recipes. For a complete list of resources, see Workflows best practices and recipes.

Ticket updates and assignments:

• Using triggers to manage requests from important customers (custom org fields)
• Using triggers to manage requests from important customers (multiple organizations)
• Managing your escalation queue
• Sending automated ticket reminders to customers
• How can restricted agents assign tickets to agents outside of their groups?
• Adding comments and notes to tickets using triggers (Copilot add-on)
• Notifying external email addresses

Use case-based:

• Setting up basic change management (IT example)
• Setting up a change management process wizard (IT example)
• Setting up basic request ticket forms (IT example)
• User and Organization Fields (Internal IT Example)
• User and Organization Fields (Software Support Example)
• User and Organization Fields (Retail Business Example)
• Setting up Zendesk Support for gaming

Processes:

• Creating an approval process
• Using the light agent role for a customer approval workflow
• Funneling orders through Zendesk Support
• Manage outages using SLA policies

Omnichannel routing:

• Automatically closing tickets created by abandoned calls
• Using skills to route calls to specific agents
• Using skills in omnichannel routing to overflow calls to other agents 
• Using omnichannel routing to manage calls