Workflow templates

TABLE OF CONTENTS

• Creating workflow templates
• Workflow builder
  • (1) Insert steps
  • (2) Select templates
  • (3) Choose automation options 
  • (4) Confirm template
• Managing workflow templates

Overview

Workflow templates are the framework along which a ticket is processed. Each ticket must have a workflow applied, and the selected template determines the actions and operations that are required to progress the ticket.

These templates are fully customisable and are created using the workflow builder.

Creating workflow templates

Navigate to the Workflow Template page. Click the plus icon (+). Enter a name for the template and click "Create". Click the name of your template to open the workflow builder. Use the workflow builder to configure the template to your requirements. Configure the elements as required and click "Save" to confirm your changes.

Workflow builder

(1) Insert steps

Steps are the blocks which determine the behaviour and order of a workflow. Each block represents a step that must be completed before the workflow can be progressed to the next one.

Click on a step from the panel on the left-hand side to insert it into the workflow template. As many blocks can be added as necessary and each new template inserted will appear at the bottom of the list of steps.

The order in which they are arranged when the template is saved is the order the workflow will need to be progressed (from top to bottom).

(2) Select templates

Once a step has been inserted into the builder, use the drop-down menus to choose an existing template. This choice affects what content will be displayed and any actions that will be performed to progress the workflow.

The templates available will vary depending on the type of step (e.g. an email template will only show in an Email, Web Form, Disclosure or Internal Email block).

Templates can be changed at any time during or after a template's creation.

(3) Choose automation options 

Workflows can be used to apply box automations. If an automation is configured, it will be applied to each box created using the workflow.

For example, if "De-thread" is enabled any data uploaded to the linked box will be automatically de-threaded.

Automation options: Deduplicate Near deduplicate De-thread Remove empty folders

(4) Confirm template

If necessary blocks can be switched in and out or adjusted at any time:

• Delete a step by clicking the bin icon next to it.
• Steps can be re-ordered by clicking anywhere on a block to drag & drop into another position.
  

Once the template is complete, click "Save" to create it.

Note: For a clearer idea of how the workflow builder functions, we recommend looking at some of the default workflow templates to see the ways in which blocks interact and are configured.

Managing workflow templates

Edit template

1. Click on the name of the template you want to edit.
2. This re-opens the workflow builder and allows any changes to be made.

Rename template

1. Click on the checkbox of the template you want to edit.
2. Click the pencil / edit icon.
3. Enter a new name and click "Edit" to confirm.

Duplicate template

1. Click on the checkbox of the template you want to duplicate.
2. Click the copy icon.
3. A duplicate form will be created and appear at the bottom of the list, named "copy".

Delete template

1. Click on the checkbox next to the template you want to remove.
2. Click the bin icon and then "Delete" to confirm the removal.