Workflow recipes reference

This article contains a reference list of workflow recipes. For a complete list of resources, see Workflows best practices and recipes.

Ticket updates and assignments:

Using triggers to manage requests from important customers (custom org fields)

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

Managing your escalation queue

Sending automated ticket reminders to customers

How can restricted agents assign tickets to agents outside of their groups?

Adding comments and notes to tickets using triggers (Copilot add-on)

Notifying external email addresses

Use case-based:

Setting up basic change management (IT example)

Setting up a change management process wizard (IT example)

Setting up basic request ticket forms (IT example)

User and Organization Fields (Internal IT Example)

User and Organization Fields (Software Support Example)

User and Organization Fields (Retail Business Example)

Setting up Zendesk Support for gaming

Building an employee service catalog with Zendesk

Processes:

Creating an approval process

Using the light agent role for a customer approval workflow

Funneling orders through Zendesk Support

Manage outages using SLA policies

Omnichannel routing:

Automatically closing tickets created by abandoned calls

Using skills to route calls to specific agents

Using skills in omnichannel routing to overflow calls to other agents

Using omnichannel routing to manage calls