Workflow Management is a mid-weight workflow engine that enables the definition of a sequence of steps within a process to control the order in which a Ticket can and should transition between each of the states involved, from initial creation through to successful resolution.
Transitions can be further controlled by defining roles that guard transitions between states, to control which agents can make which particular transitions. Teamed with conditionality, multiple alternative workflows paths can be specified and invoked. Where workflow dictates responsibility changes between departments
This capability runs entirely on the Zendesk Apps platform. The configuration tool is accessed via the CloudSET Framework.
Simple and more complex workflow processes can be implemented without disturbing the Zendesk "Beautifully Simple" principles since standard UI elements are contextually adapted to display only what is needed for each stage of the process.
Sub-tasks support the creation of any number of predefined sets of sub-task tickets linked back to the invoking parent ticket. Additional business logic includes preventing the parent ticket from being solved until all of the sub-tickets are solved, with the ability to soft disregard some of the sub-tasks.
Agents get an app tray interface to create and view the status, and navigate back and forth between the linked sub-tasks. This can be further augmented by an integration of the Zendesk simple time recording app to also display the time captured for the sub-tasks.
The supplied template configuration tool, accessed via the CloudSET Framework, is used to define the names and descriptions of tasks e.g. on-boarding. Further sophistication, such as sub-task allocation, can be achieved using standard Zendesk triggers.
Since each sub-task is a fully fledged ticket, it can have its own ownership and micro life-cycle, but also be business logic orchestrated by a parent ticket. Tagging of sub-task tickets can be used to exclude the sub-tasks from reports if only the parent task ticket is required to be tracked.
- Workflow Management