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Workflow best practices and recipes

Workflow recipes reference

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

Edited Mar 05, 2025

2 votes  ·  2 comments

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Workflow recipe: Using auto assist to create Jira issues for troubleshooting

What's my plan? Add-on Copilot You must have the Copilot add-on to use this feature. It’s com...

Edited Mar 13, 2025

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Workflow recipe: Building a product catalog with custom objects for customers to use

What's my plan? Suite Any plan Support Enterprise Custom objects provide a way for Zendesk a...

Edited Mar 19, 2025

1 vote  ·  3 comments

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Workflow recipe: Canceling and refunding a Shopify order with auto assist

What's my plan? Add-on Copilot You must have the Copilot add-on to use this feature. Auto assist, ...

Edited Mar 05, 2025

1 vote  ·  0 comments

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Workflow: Using omnichannel routing queues to handle active and inactive messages differently

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Talk Professional ...

Edited Mar 05, 2025

1 vote  ·  5 comments

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Workflow: Using queues in omnichannel routing to overflow calls to other groups

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Talk Professional o...

Edited Mar 05, 2025

1 vote  ·  6 comments

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Automatically adding comments and notes to tickets using triggers

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and rule...

Edited Mar 19, 2025

8 votes  ·  45 comments

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Workflow: Using skills in omnichannel routing to overflow calls to other agents

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Talk Professional ...

Edited Mar 05, 2025

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Workflow: Using skills to route calls to specific agents

What's my plan? Suite Professional, Enterprise, or Enterprise Plus Support with Talk Professional ...

Edited Mar 05, 2025

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Workflow recipe: Displaying ticket age in views

What's my plan? Suite Any plan Support Any plan This recipe describes how you can create a workflow...

Edited Mar 20, 2025

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Workflow recipe: Automatically closing tickets created by abandoned calls

What's my plan? Suite Any plan Support Any plan When using omnichannel routing to route cal...

Edited Mar 19, 2025

1 vote  ·  5 comments

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Workflow: Using omnichannel routing to manage calls

What's my plan? Suite All plans Support with Talk all plans This article assumes omnicha...

Edited Mar 05, 2025

0 votes  ·  21 comments

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Sending holiday notifications using triggers

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support Professional or E...

Edited Mar 19, 2025

2 votes  ·  5 comments

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Fine Tuning: How to build your ideal workflow

This Fine Tuning is about what to consider when building your workflow, including: Triggers and Automations Business...

Edited Jan 15, 2025

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Workflow recipe: Manage outages using SLA policies

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support Professional or E...

Edited Mar 19, 2025

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Workflow recipe: Deploying an update to a trigger

What's my plan? Suite Enterprise or Enterprise Plus Support with Premium Sandbox add-on Pr...

Edited Feb 26, 2025

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Workflow recipe: Managing your escalation queue

What's my plan? Suite Any plan Support Any plan When you deal with a lot of customers, it's v...

Edited Mar 19, 2025

11 votes  ·  4 comments

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Workflow: Using custom objects to manage assets in Zendesk

What's my plan? Suite Any plan Support Enterprise Many Zendesk customers manage assets, such...

Edited Mar 19, 2025

1 vote  ·  0 comments

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Recipe: Setting up basic request ticket forms (IT example)

What's my plan? Suite Enterprise or Enterprise Plus Support Enterprise Overview This recip...

Edited Mar 19, 2025

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Recipe: Routing messaging tickets using ticket triggers (Legacy)

What's my plan? Suite Any plan This recipe creates a ticket trigger that routes tickets sent through t...

Edited Mar 19, 2025

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Workflow recipe: Sending automated ticket reminders to customers [Video]

What's my plan? Suite Any plan Support Any plan This recipe describes how to use the Zendesk ...

Edited Mar 19, 2025

10 votes  ·  39 comments

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Fine Tuning: Agent Productivity

This Fine Tuning session is all about agent productivity, and includes the following topics: Introduction Business r...

Edited Jan 27, 2025

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Workflow recipe: Notifying External Email Addresses

What's my plan? Suite Any plan Support Any plan Triggers allow you to set up and automate tick...

Edited Mar 19, 2025

20 votes  ·  6 comments

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Workflow recipe: Using triggers to manage requests from important customers (custom org field)

What's my plan? Suite Any plan Support Any plan This workflow exampl...

Edited Mar 19, 2025

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Workflow recipe: Using triggers to manage requests from important customers (multiple organizations)

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support Professional or E...

Edited Mar 19, 2025

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Workflow recipe: Allowing restricted agents to assign tickets to agents outside of their groups

What's my plan? Suite Any plan Support Any plan Administrators have the ability to prevent cer...

Edited Mar 19, 2025

1 vote  ·  11 comments

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Workflow recipe: Setting up basic change management (IT example)

What's my plan? Suite Any plan Support Any plan Overview This recipe will outline a very si...

Edited Mar 19, 2025

12 votes  ·  4 comments

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Workflow recipe: Setting up a change management process wizard (IT example)

Overview The Change Management Process Wizard is intended to be used by organizations that already have some sort of ...

Edited Nov 06, 2023

14 votes  ·  0 comments

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Workflow recipe: User and Organization Fields (Internal IT Example)

What's my plan? Suite Any plan Support Any plan Overview This example outlines a use case for ...

Edited Mar 19, 2025

5 votes  ·  1 comment

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Workflow recipe: User and organization fields (software support example)

What's my plan? Suite Any plan Support Any plan Overview This example outlines a use case for c...

Edited Mar 19, 2025

3 votes  ·  0 comments

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