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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 01, 2024

2 votes  ·  2 comments

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

You must have the Advanced AI add-on to use this feature. It’s common for agents to use Zendesk to interact w...

Edited Feb 03, 2025

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

What's my plan? Custom objects provide a way for Zendesk admins to build a product catalog with custom objects and...

Edited Jan 07, 2025

1 vote  ·  1 comment

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

You must have the Advanced AI add-on to use this feature. Auto assist, which is part of agent copilot, can su...

Edited Oct 09, 2024

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

What's my plan? Omnichannel routing is designed to provide a more consistent and customizable routing ...

Edited Jul 26, 2024

1 vote  ·  5 comments

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

What's my plan? This article assumes omnichannel routing has been turned on for your account. See Turning on omn...

Edited Jul 18, 2024

1 vote  ·  6 comments

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Automatically adding comments and notes to tickets using triggers

What's my plan? Quick Look: Admin Center > Objects and rules > Business rules > Triggers You can create triggers...

Edited Feb 05, 2025

8 votes  ·  37 comments

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

What's my plan? This article assumes omnichannel routing has been turned on for your account. See ...

Edited Nov 11, 2024

0 votes  ·  3 comments

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Workflow: Using skills to route calls to specific agents

What's my plan? This article assumes omnichannel routing has been turned on for your account. See ...

Edited Nov 11, 2024

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Workflow recipe: Displaying ticket age in views

What's my plan? This recipe describes how you can create a workflow that combines ticket fields and automations to d...

Edited Jun 21, 2024

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Workflow recipe: Automatically closing tickets created by abandoned calls

What's my plan? When using omnichannel routing to route calls, tickets are created for all calls, inc...

Edited Jun 21, 2024

1 vote  ·  5 comments

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Workflow: Using omnichannel routing to manage calls

What's my plan? This article assumes omnichannel routing has been turned on for your account. See T...

Edited Jun 21, 2024

0 votes  ·  21 comments

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Sending holiday notifications using triggers

Quick Look: Admin Center > Objects and rules > Business Rules > Triggers If your company closes for a holiday, y...

Edited Jun 21, 2024

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

6 votes  ·  4 comments

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Workflow recipe: Manage outages using SLA policies

What's my plan? When your business experiences an outage, it's imperative that you get back online as soon as possi...

Edited Jan 15, 2025

0 votes  ·  0 comments

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Workflow recipe: Deploying an update to a trigger

What's my plan? Premium sandboxes reduce risk by enabling you to create, update, and test changes, su...

Edited Jun 21, 2024

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Workflow recipe: Managing your escalation queue

What's my plan? When you deal with a lot of customers, it's very easy for some of the more upset ones to fall throu...

Edited Jun 21, 2024

11 votes  ·  4 comments

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Workflow: Using custom objects to manage assets in Zendesk

What's my plan? Many Zendesk customers manage assets, such as hardware, software licenses, or physical ...

Edited Nov 06, 2024

1 vote  ·  0 comments

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

What's my plan? Overview This recipe outlines a very basic set of ticket fields and ticket forms designed for an...

Edited Jun 21, 2024

10 votes  ·  1 comment

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Recipe: Routing messaging tickets using ticket triggers

What's my plan? This recipe creates a ticket trigger that routes tickets sent through the messaging c...

Edited Oct 08, 2024

0 votes  ·  11 comments

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

What's my plan? This recipe describes how to use the Zendesk Bump-Bump-Solve method to clean-up outdated, dormant t...

Edited Jul 03, 2024

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

4 votes  ·  6 comments

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Workflow recipe: Notifying External Email Addresses

What's my plan? Triggers allow you to set up and automate ticket management and email notifications easily. However,...

Edited Jan 27, 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? This workflow example shows how you can leverage features in Zendesk Suppo...

Edited Jun 21, 2024

1 vote  ·  2 comments

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

What's my plan? This workflow example shows how you can leverage features in Zendesk Suppor...

Edited Jun 21, 2024

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

What's my plan? Administrators have the ability to prevent certain agents from seeing tickets in other groups or tic...

Edited Jan 27, 2025

1 vote  ·  11 comments

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

What's my plan? Overview This recipe will outline a very simplistic change management process. If you don't yet ...

Edited Jun 21, 2024

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? Overview This example outlines a use case for creating custom user and organization fields for an in...

Edited Jun 21, 2024

5 votes  ·  1 comment

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

What's my plan? Overview This example outlines a use case for configuring custom organization fields for a software b...

Edited Jun 21, 2024

3 votes  ·  0 comments

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