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Workflows

A workflow, as the name suggests, is the flow in which something works. In this case, it is the flow of a ticket. I.e. the journey from start to end.

Some workflows are extremely simple as it is a matter of: receive enquiry > respond > close. But for other processes, it can be a little bit more complex. Workflows are used to provide action buttons relevant to the step of the process you are in and keep you on track of your progress with a specific ticket. 


Workflows are associated with different ticket types and macros, so when a specific form is submitted into Halo, it'll automatically apply the associated workflow. 


By default, your Halo instance will have an out-of-the-box workflow set up for use.




This is standard and can be used for any simple enquiries or enquiries that require supplier input. 


Within each step of a workflow, there are a list of actions which mirror what is shown on the ticket in that step of the workflow (if the relevant module is enabled)

 


Then, once I press 'escalate' or 'close ticket' the workflow will move along to the appropriate step.

 Other actions, such as re-assign, reply or internal note do not make any changes to the step of the workflow.


If you're wanting to modify a workflow, whether it is adding new actions or new steps/stages - below I will give you a tutorial on how to do so.


First, to edit the actions on a step of the workflow; first, press 'edit' in the top-left, and then the pencil and paper icon in the top right of the workflow step you'd like to modify.

Here, you can add or delete actions on your workflow and specify whether the outcome of using it keeps it in the same step, or moves it to another step/stage.

If the action moves the workflow to a further step of the workflow, a line 'link' will automatically be created on the workflow to indicate that Action A takes the workflow to Step X.


If you'd like for the step to have rules, you are able to set these below:


This works in the same way as ticket rules. 


Once happy, save on the pop-up and then save overall, and your new actions will be available on tickets.

If they do appear, go to the relevant action and double check the following setting:

The above must be 'yes' in order for it to show on tickets. 


As well as actions, it is also possible to incorporate automations, approval processes, quotes and customer updates into the workflow. They are relatively simple to set-up, i.e. IF 'approval process outcome = approved' THEN move to step 2, however if you need any assistance please do let a member of the team know.



If you'd like to add a step to your workflow, simple press the below button:


Then create a step. 

The steps are configured as above, however there is one thing to note:


This is determined by going to the details tab within the workflow and setting each stage.


This is optional and does not affect the workflow, it is only necessary when a visual of the workflow is available on the ticket (this is set on ticket type level).



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