OneDesk allows you to set workflow automations, which are a set of rules that take care of repetitive and time-consuming tasks. Setting workflow automations will allow your business to save time and money and to boost overall productivity.

Automation Rules

Every workflow automation rule consists of the following 3 parts:

Automation Rules

  1. Filters that define the item(s) to which the rule will be applied
  2. A trigger that will cause the action to be performed
  3. One or more actions that OneDesk will take

 

Workflow Automation Examples

Below are some useful workflow automations that can help you make the most of the OneDesk’s workflow automation capability. Some are activated within OneDesk out of the box, others need to be activated, and some are useful suggestions for common workflows.

 

Already Activated

1. Auto-reply to new tickets

Send an automated bot reply to the individual who triggers the creation of any item type that isn’t a knowledgebase article.

Auto-reply to new tickets

 

2. Close inactive tickets that are pending customer

Declutter your workspace by auto-closing tickets that have become inactive due to customer inactivity.

Close inactive tickets that are pending customer

 

3. Change pending status when agent replies

Automatically change the status of a ticket to ‘pending customer’ to identify tickets that are awaiting a customer reply.

Change pending status when agent replies

 

4. Change pending status when customer replies

Automatically change the status of a ticket to ‘pending agent’ to identify tickets that need an agent’s attention to ensure a timely response.

Change pending status when customer replies

 

5. If percentage complete changes from 0 to less than 100%, set state to “in progress” 

If percentage complete changes from 0 to less than 100%, set state to "in progress"

 

6. Publish new tickets on the Customer portal

Automatically publish new tickets that are created to the customer portal to keep your customers updated on its progress.

Publish new tickets on the Customer portal

 

7. Notify requester of closed ticket

Let the requester of a ticket know when the ticket’s lifecycle state is changed to ‘finished’.

Notify requester of closed ticket

 

8. When status is updated on project, post a message

Send an automated message from the OneDesk bot to notify the followers of a project when its status changes. When status is updated on project, post a message

 

9. Remind assignees of upcoming tasks

Send a reminder to the assigned OneDesk user(s) of tasks that are upcoming to allow them to be better prepared.

Remind assignees of upcoming tasks

 

10. Change item state to “finished” when percentage is 100

Set the item state to “finished” when the percentage of completion on the item changes to 100% to keep track of finished items.

Change item state to "finished" when percentage is 100

 

11. Set task status to “reopened” when percentage goes down from 100

Set the item state to “reopened” when the percentage of completion is reduced from 100% to identify items that need more work.

Set task status to “reopened” when percentage goes down from 100

 

 

Not Activated

1. When new item is created, email Admin

When new item is created, email Admin

2. Auto-assign new tasks

Automatically assign newly created items to a user or team in OneDesk.

Auto-assign new tasks

 

Useful Automation Examples 

1. Auto-assign new items to an individual

Automatically assign newly-created items to an individual user on your OneDesk team.

Auto-assign new items to an individual

 

2. Notify support if a ticket hasn’t been closed after a specified time period

Ensure that your support team is notified automatically when a ticket is taking too long to resolve.

Notify support if a ticket hasn’t been closed after a specified time period

 

3. Automatically organize items into projects based on item type

Have newly-created items automatically organize into different projects based on their item type.

Example: organize an item that is a bug in the project ‘Bugs’.

Automatically organize items into projects based on item type

 

4. When a ticket is created by email, send out an auto-reply

Send an automated message back to the individual who contacts you via email to start the conversation flow.

When a ticket is created by email, send out an auto-reply

 

5. Auto-assign specific items to the appropriate team

Auto-assign an item based on its type to the team that is best suited to handle its care.

Example: assign a troubleshooting ticket to the IT Team.

Auto-assign specific items to the appropriate team

 

6. Update the follower of an item for all status changes

Ensure that when someone is assigned as a follower, they receive all the updates on the item’s status changes as they happen.

Update the follower of an item for all status changes

 

7. Organize tickets into projects based on email domain

When a ticket is created by an email with a particular domain, add the ticket to the project with the correlating domain name.

Organize tickets into projects based on email domain

 

8. Change ticket type based on urgent status in name

Notify your customers that they can add “urgent” to the title of their emails/webform submissions and auto-change those ticket types to an “urgent” ticket.

Change ticket type based on urgent status in name

 

9. Assign high-priority items to a manager 

If a ticket gets raised to 5-star priority, the assignee immediately changes to the manager so that it can be handled by the person most capable.

Assign high-priority items to a manager

 

10. If item is created by email, send email and assign to an individual

When an item is created from an email, send back a message reply and assign it automatically to a OneDesk user.

If item is created by email, send email and assign to an individual

 

11. When status changes, reassign to another team

Customize your statuses to represent the teams who handle an item’s different stages and auto-assign to the appropriate team as the status changes.

Example: When the writing team completes writing a task, they update the status to Edit and the item is automatically reassigned to the editing team.

When status changes, reassign to another team

 

12. Auto-assign new tickets to an individual by Round-Robin

Automatically assign incoming tickets by rotation to each member of a group of your choosing.

Auto-assign new tickets to an individual by Round-Robin

 

13. Archive a project after it’s been completed

Archive a project after it's been completed

 

14. Notify followers of a project when its due date changes

Notify followers of a project when its due date changes

 

15. Archive closed/completed tickets

archive tickets

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>