Customer Support Ticketing Workflow

Workflow Overview

This workflow automates the process of handling customer support tickets from creation to post-resolution communication. It ensures smooth collaboration between the support team and seamless communication with customers regarding their ticket status.

Workflow Steps

1. Create Ticket
   (Zendesk Support)
   A new ticket is created in the Zendesk Support system with the following details:

   • Subject: Test
   • Description: test (Plaintext/Markdown)
   • Public Comment: No (private)
   • Status: New
   • Other optional fields such as Assignee, Group, and Submitter can be specified if needed.

2. Send Ticket Details to Support Team
   (Slack)
   The support team is notified on the Slack channel channeltest with relevant ticket information. The message is sent by the bot named viaSocket.

3. Send Acknowledgement Email & Estimate Time to Customer
   (Gmail)
   An acknowledgment email is sent to the customer (vaishali99@gmail.com) informing them their ticket is received, along with an estimated resolution time.

4. Find the Status of Ticket
   (Zendesk Support)
   The workflow checks for the latest status/comment on the created ticket in Zendesk Support.

5. Pathways Based on Ticket Status

   The following conditional actions are grouped under different paths, each responding to the ticket's status:

   • If the ticket is resolved (context.res.Find_the_Status_of_Ticket === 'resolved')

     • Inform the Customer
       (Gmail)
       Sends a confirmation email to the customer (vaishali@gmail.com) with the subject "helli" and message body "hello" to inform them that their issue has been resolved.

   • If the ticket is in progress (context.res.Find_the_Status_of_Ticket === 'inprogress')

     • Send Reminder to Team
       (Slack)
       Sends a reminder message on the Slack channel all-slack to prompt the team for further action on the pending ticket.

Automation Benefits

• Minimizes manual effort in updating teams and customers.
• Ensures prompt ticket creation and real-time status communication.
• Routes follow-up actions based on current ticket status.

Apps Used:

• Zendesk Support
• Gmail
• Slack