Set up Overview
1. In HelpDesk admin portal, go to Settings then select Workflow Automator
2. In Tickets, click to open the Route Tickets to Teams workflow
The workflow displayed maps out the various scenarios that apply to new ticket submissions which are then automatically routed to Agents and/or Groups in HelpDesk based on selected criteria.
3. Click the ellipsis on the upper-right corner and select Edit to edit the workflow without deactivation.
Event - defines when a workflow has to be triggered
Condition - the parameter(s) that needs to be validated during the execution of a workflow
Action - the outcome of the workflow
4. Open the Condition that will be edited. Add or remove conditions, as needed.
Conditions can be added to look for key words in subject, sender/requestor, categories and more.
5. Click Done when you are finished with edits.
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