Within Teamwork Desk, you can create a basic workflow if you order your automatic triggers per inbox.
Note: The key here is that they will be processed top to bottom. Shared triggers can also have a different order in every inbox they are applied to.
This will show how you can order triggers in different inboxes to achieve different workflows.
- A trigger called "OnHoldIfActive" is shared between two inboxes, lets say Support and Billing. This trigger changes the status of a ticket to on-hold if the status is active
- A trigger called "ClosedIfOnHold" is also shared between these inboxes and changes the status to closed if the status is on-hold
On the Support inbox the order of the triggers (i.e. the workflow) is:
On the Billing inbox the order of the triggers (i.e. the workflow) is:
Support Inbox flow:
When a new ticket arrives in Support, first of all the 'OnHoldIfActive' trigger will be applied, followed by 'ClosedIfOnHold' trigger.
In this case, 'OnHoldIfActive' will change the status to on-hold, then 'ClosedIfOnHold' will get applied next and change the status to closed
Billing Inbox flow:
This will be different if a ticket enters the billing inbox, because of the different order of the triggers in that inbox.
Using our example above 'ClosedIfOnHold' is applied first and nothing happens for that trigger as no conditions are met. Then 'OnHoldIfActive' gets applied and changes the status to on-hold.
For more information see: Setting an inbox trigger