Beyond Labs is a non-profit company based in Western Europe. We try to provide helpful softwares for Zendesk users. Advanced Workflow allows you to control the content of a Custom Field through a workflow:
- Each Step of the workflow is a potential value of a Custom Field. These Steps can be linked to a Zendesk ticket status;
- Transitions between Steps are named and used by agents on tickets to update the Custom Filed value;
Give more details to your customers about their tickets
With Advanced Workflow, agents can inform customers about detailed changes on their tickets (like a sub-status). Since it's a Custom Field, it can be used with Triggers, Automation, in Zendesk Guide, ...
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- Install Advanced Workflow to your Zendesk Support Instance
- Add the "Advanced Workflow Step" Custom Field to your support form (If not present, the Custom Field value can't be saved)
- The workflow can be configured via the administration (left navigation bar)
- Add your new Steps and Linked them to Zendesk Status. (More than one step can be linked to Status)
- Add transitions between these Steps (One Step can go to several others depending on the transition)
- In the ticket view, in the application pannel, select the transition and update ticket with Advanced Workflow Step.
- In the customer view, add Advanced Workflow Step field then customer can follow the treatment of the ticket.