Support Help

Workflow

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

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.

Creating Workflow Rules

The steps to create a workflow rule are divided into 4 parts.

Part 1 - Specify the basic details of the rule

  1. Click Setup
  2. In the Automate section, click Workflows
  3. In the Workflows page, 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
  8. Click Next

Part 2 - Configure the execution criteria

  1. 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.
    • Field Update: The workflow rule is triggered when the values of the specified fields are modified in a record
    • Customer Reply: The workflow rule is triggered when a customer responds to an existing request.
  2. When you select the Field Update option, do the following:
    1. Choose the field name from the drop-down lists
    2. Choose one of the following:
      • Execute the rule when all the selected fields are updated.
      • Execute the rule when any selected field is updated.
  3. Click Next

Note:

  • Field Update action is similar to Edit, when configured in a workflow. However, the former would trigger the workflow only on editing the pre-defined field(s).
  • The Field Update functionality is available only when you'd subscribed for the Enterprise edition.

Part 3 - Set the rule criteria

    1. Select conditions in which you want the workflow to be executed. You can click the 'Plus' sign to add multiple conditions.
    2. Click Next

Part 4 - Associate alerts, tasks or field updates to rule

  1. Associate one of the following actions you want to complete when the workflow rule is triggered:
    • Send Alerts
    • Assign Tasks
    • Update Fields
  2. Click Save

Note:

  • Existing as well as new alerts, tasks or fields can be associated with your workflow rules.

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 Automate section, click Workflows
  3. In the Workflows List page, click on the name of a 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 Automate section, click Workflows
  3. In the Workflows List page, 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 associated to existing or new workflow rules.

Workflow Assignment Values

You can automatically update requests with certain values when a new request is created. If you associatae a workflow assignment value with a workflow rule, you can associate field updates corresponding to a chosen module. 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 Automate section, click Workflows
  3. In the Workflows List page, 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 assignment value, when associated with a workflow rule, ensures that specific fields are updated, when a workflow is executed.

Delete Workflow Rule

You can delete a workflow when you're not going to be using it anymore.

To delete a workflow, follow the steps given below:

  1. Click Setup. 
  2. In the Automate section, click Workflows
  3. In the Workflows List page, click Del for the corresponding workflow rule.

Note:

  • When you delete a workflow rule, all the rule based actions scheduled for the rule will also be deleted.

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