Workflow Automator allows you to automate all the repetitive tasks and manual processes that you perform on a daily basis. This includes processes like assigning tickets to the right agent or team, following up on approval, and so on. With the Workflow Automator, you can create a workflow using simple drag-and-drop actions. 


Components of a workflow


A workflow is made up of three components: 

  • Event - defines when a workflow has to be triggered
  • Condition - defines the parameter(s) that need to be validated during the execution of a workflow
  • Action - The outcome of the workflow


It is not necessary that a workflow should have only one condition or an action. You can add multiple conditions and actions to a workflow. (We’ll be seeing this later with a detailed example). 



To create a workflow:

  • Navigate to Workflow Automator: Go to Admin > Helpdesk Productivity > Workflow Automator.

  • Create a New Workflow: Click the "New Automator" button in the top right corner. Choose the module for your workflow, such as "Ticket" if you're creating a ticket workflow.

  • Name and Describe: Provide a name and description for your workflow to help other admins understand its purpose.

  • Set Up an Event: Define when the workflow should be triggered by setting up an event. Choose the trigger conditions and click "Done."

  • Add a Condition: Specify the parameters for the workflow to check after being triggered. Click the condition icon, drag it next to the event, set the parameters, and click "Done." To add more parameters, click "Add New Condition."

  • Add an Action: Define what action the workflow should perform. Click the action icon, drag it next to the condition, choose the action, and click "Done."

  • Complete and Activate: The Automator will save your workflow as a draft as you add conditions and actions. When ready, click "Activate" to activate the workflow.


The above-mentioned steps will help you in creating a workflow. But, in order to understand the level of flexibility offered by the Workflow Automator, let’s take a look at a few examples. 

Scenario 1: Routing tickets to a specific team


Let’s take a scenario where you wish to route all hardware related tickets to a dedicated hardware team. To convert this into a workflow, 


  • Head to Admin > Helpdesk Productivity > Workflow Automator > New Workflow > Ticket 
  • Provide a name and description for the workflow.
  • Choose the options in such a way the workflow is triggered whenever a ticket is created. Select the options Ticket is and Raised. 



  • Provide a label to the event and click Done. 
  • Now, your screen will look like this



  • Drag a condition icon and place it next to the event. 
  • Select the parameter if Category is and choose the value Hardware. 



  • Provide a label for the condition and click Done.


 


  • Drag an action and place it next to the condition. 
  • Select the option Assign to group and choose Hardware Team




  • Provide a label and click Done. 



Now, the workflow to assign all hardware related tickets to the hardware team is ready. The workflow will be triggered when a ticket is created and it will check whether the category is ‘hardware’. If yes, then the ticket will be assigned to the hardware to the hardware team. 


Now, in the next scenario, we’ll go a little further and see how this workflow can be used to assign tickets of different categories to different teams. 


Scenario 2: Routing tickets to different teams


Let’s take a scenario where you want to assign hardware, software, and network-related tickets to hardware, software, and network teams. Let’s take the workflow discussed in the previous scenario and see how we can customize it assign tickets to multiple teams. 


Follow the below-mentioned steps to expand the previous workflow to accomplish more. 

  • Drag a condition and place it at the bottom of the previously existing condition. 
  • Set the parameter if Category is and choose the value Software. 



  • Provide a label and click Done. 
  • Drag an action and place it next to the condition. 
  • Select the option Assign to group and choose Software Team.



  • You can follow the same step to assign network related issues to the network team.