Workflow

Using the Workflow feature in Zoho Support, you can create the following:

• Workflow Rules
• Workflow Alerts
• Workflow Tasks
• Workflow Assignment Values

You can also send out different Notifications to your contacts and support representatives.

Workflow Rules

Automate your business processes by sending e-mail alerts using workflow rules when certain conditions of specific modules are met. You can set workflow rules for all the modules in Zoho Support. You can activate or deactivate workflow rules as required.

Adding Workflow Rules

To add workflow rules, follow the steps given below:

1. Click Setup
2. In the Automation section, click Workflows
3. Click New Rule
4. Select the module for which you want to create a workflow rule
5. Enter a name for the rule
6. Check the Active checkbox to activate the workflow rule
7. Enter a description about the workflow rule

1. Click Next
2. Select an action that will trigger this workflow rule from the following:
• Create: The workflow rule is triggered when a new record is created.
• Edit: The workflow rule is triggered when an existing record is edited.
• Customer Reply: The workflow rule is triggered when a customer responds to an existing request.
• Invoke Manually: The workflow rule is triggered when a support representative triggers this workflow manually.

1. Click Next
2. Select conditions in which you want the workflow to be executed
3. Click Next
4. Associate one of the following actions you want completed when the workflow rule is triggered:
• Send Alerts
• Assign Tasks
• Update Fields

1. Click Save

Workflow Alerts

Workflow Alerts are automated, predefined e-mail notifications that are sent out using workflow rules when certain conditions are met. These conditions are specified while creating the workflow rules.

To add workflow alerts, follow the steps given below:

1. Click Setup
2. In the Automation section, click Workflows
3. Click on the name of the workflow rule for which you want to create an alert
4. In the Actions section, click
5. Enter a name for the alert
6. Select an existing e-mail template to associate with the alert
7. Select who to send the e-mail alert to
8. Select additional people you want to notify about this alert from the following:
• Record Owner: Owner of the record
• Record Creator: Person who created the record
• Notify Contact: Contact who sent the request
• Additional Recipients: Additional people you might want to send a notification to. Enter their e-mail IDs in the field provided.
9. Click Save

An e-mail based alert is created. This can be associated with existing and new workflow rules.

Workflow Tasks

Workflow tasks enable you to assign tasks to users automatically when certain conditions are met.These conditions are specified while creating the workflow rules.

To add workflow tasks, follow the steps given below:

1. Click Setup
2. In the Automation section, click Workflows
3. Click on the name of the workflow rule for which you want to create an alert
4. In the Actions section, click
5. Enter a subject relevant to the task
6. Enter the status of the task
7. Set the priority for the task
8. Assign the task to a support representative Select whether you want to notify the assignee
9. Seelct if you want to assign the request owner as the task owner
10. Select a due date for the task to be completed by
11. Enter a description about the task
12. Click Save

A new workflow task is created. This can be associaated to existing or new workflow rules.

Workflow Assignment Values

You can automatically update records with certain values when you create records using this feature. If you associatae a workflow assignment value with a workflow rule, you can associate field updates corresponding to a module chosen while creating a workflow rule. During the execution of a workflow rule, the selected fields will be updated with new values.

To create work flow assignment values, follow the steps given below:

1. Click Setup
2. In the Automation section, click Workflows
3. Click on the name of the workflow rule for which you want to create an alert
4. In the Actions section, click
5. Enter a name for the assignment value
6. Enter a description for the assignment value
7. Select fields and corresponding values
8. Click Save

The workflow assignment values, when associated with workflow rules and the records, ensure that specific fields are updated when the workflow rule, they are associated with, is executed.