We are pleased to announce the following changes included in the release of our Flowset product dated 8th August 2023
Summary of Release
This release of Flowset introduces many new and enhanced features to further improve the experience of your agents as they are guided through the use of workflows to process your Zendesk tickets.
Introducing Advanced Workflows
The highlight of this release is the introduction of an 'Advanced' mode when modelling your workflows.
As you'll see from the changes outlined in this article, these advanced features provide the option to achieve an improved user experience and a further level of control when, where, how and why your agents capture and use data as they are guided through your ticketing processes using the workflow assistant.
FAQ's
Due to the scope and nature of this release a supplementary article has been prepared to answer common questions and any concerns you might have: Flowset Release 8th August 2023 - FAQ
Summary of All Features in this Release
The following is a high level summary of the features and bugs included in this release, but a more detailed outline can be found further down in the article.
Features Included in the Release
The following new or enhanced features are included within this release.
- Working in Advanced Mode
- Activity Task Models
2.1 Modelling Activity Tasks using a Diagram
2.2 Modelling Conditions in Task Flow Diagram (Decisions)
2.3 Modelling Conditional Task Outcomes (Outcome Decisions)
2.4 Modelling Unconditional Task Outcomes in the Task Diagram
2.5 Initialising Ticket Fields in the Task Diagram
2.6 Setting Ticket Fields in the Task Diagram
2.7 Checking Ticket Field Values (Read Only) in the Task Diagram
2.8 Modelling Pre-Conditions when using a Task Diagram
2.9 Pre-initialising Ticket Fields when using a Task Diagram
2.10 Displaying Task Names in the Workflow Assistant
2.11 Unconditional Hiding of Ticket Fields
2.12 Synchronising Parent Ticket Fields with all Children
2.13 Synchronising Child Ticket Fields with its Parent
2.14 Connecting a Start Shape to a Decision in a Task Flow - Support for Immediate Starts
3.1 Modelling Activity Tasks During Immediate Start
3.2 Modelling Conditions and Rules for Immediate Start
3.3. Selecting and Executing a Workflow For Immediate Start - Support for a State Machine, Helper Fields & Controlled Fields
4.1 Using a State Machine Field
4.2 Using Helper Fields
4.3 Setting Helper Fields in Response to Background Events
4.4 Using Controlled Fields - General Flowset Improvements
5.1 Remove the 'Undo' for Generated Comments
5.2 Multiple Activity Outcomes for a Transition
5.3 Live URL Links in Guidance Fields
Bugs & Issues Fixed in the Release
The following bugs and issues have been fixed in this release.
- Formset App timeout preventing the submission tickets
- Impact of Zendesk Custom Status
- Labels not Wrapping in the Workflow Assistant
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Features Included in the Release
The following new or enhanced features are included within this release.
1. Working in Advanced Mode
Now when adding a new workflow to your Flowset configurations, you will be given the option to make use of the latest more sophisticated features.
Until this point your workflows will have been designed and executed in what is now termed 'Standard' mode. But if choosing 'Advanced' mode for your new workflows, your designers will be able to model the flow down to a more detailed task level and benefit from the following new features:
- Activity Task Models
- Support for Immediate Starts
- Support for a State Machine, Helper Fields & Controlled Fields
This will allow the option to achieve an improved user experience and a further level of control of when, where, how and why your agents capture and use data as they are guided through your ticketing processes using the workflow assistant.
A more detailed explanation can be found in our online articles, after which you will be able to deicide if and why you might choose between modes for each of your workflows (see Task Model and Task Sets)
2. Activity Task Models
If opting to work in 'Advanced' mode when adding a workflow, it will be possible to decompose an activity into a more detailed task flow diagram.
Each task shape in the diagram has properties to determine which fields are involved and decision shapes are used to specify conditions that determine which path an agent should take, based on the answer to questions and field values set in the previous tasks.
The introduction of the Activity Task Model has allowed for the development of additional features that improve the level of control as your agents are guided through your ticketing processes.
Since both temporary task fields and ticket fields are controlled in the workflow assistant, it isn't necessary to update fields in the Zendesk ticket form when using this mode and the ticket fields can be disabled in the ticket form while the workflow is running.
2.1 Modelling Activity Tasks using a Diagram
Using the task model it is possible to drop task shapes onto the diagram and configure its properties to determine which steps should be taken by the agent, by specifying task fields for completion.
These task fields might be one or more of the following:
- Completing a Check Box to indicate if and when a task has been completed during the activity
- Completing a Yes/No field confirming the answer to a question required by the activity
- Selecting one or more options to confirm the type or category of something involved during the activity
- Entering a description or explanation of something as part of the activity
- Entering a numeric value or amount required to resolve the ticket
- Entering a date confirming when something has happened or by when something must happen
- Looking up some existing information necessary to complete the other tasks in the activity
- Following some guidance on how to progress the activity
The task fields can be mapped to corresponding ticket fields during tasks so they are stored against the ticket when the activity is completed for later use, or they might only exist for the duration of the activity to control decisions and so don't need to stored against the ticket(see Modelling Conditions in Task Diagram (Decisions)).
When the workflow is run against your tickets, your agents are guided through each activity, with the fields involved presented for completion or use in the workflow assistant, as each task is performed.
2.2 Modelling Conditions in Task Flow Diagram (Decisions)
Decisions can be modelled with conditions based on the value given to fields in the previous tasks, to determine if and when to follow a path through subsequent tasks.
Decisions Control the use of tasks in the workflow assistant, based on the values entered by the agent in the task fields involved in previous activities and tasks.
2.3 Modelling Conditional Task Outcomes (Outcome Decisions)
Outcome Decisions can be configured in the task flow diagram to model alternative outcomes for the activity, depending which path has been taken by the agent.
These outcomes are then available for selection in the top level activity flow diagram, to determine which activities should be performed net in the workflow (see also 5.2 Multiple Activity Outcomes for a Transition below).
2.4 Modelling Unconditional Task Outcomes in the Task Diagram
Using a task flow diagram it is possible to model an outcome with no specific conditions.
In this case the conditions for achieving the outcome will have been reached by following the tasks through the path chosen by the agent.
2.5 Initialising Ticket Fields in the Task Diagram
When setting the properties of a task in a task flow diagram, it is possible to initialise the value of a ticket field when the task is performed.
The value of the field is set in the workflow assistant as soon as the task is performed, but the value won't be committed to the ticket until the activity is complete and the agent transitions to the next activity.
2.6 Setting Ticket Fields in the Task Diagram
When setting the properties of a task in a task flow diagram, it is possible to configure the use of a ticket field, so the agent is invited to enter a value when the task is performed.
The value of the field is set and saved in the workflow assistant when the agent enters a value while performing the task, but the value won't be committed to the ticket until the activity is complete and the agent transitions to the next activity.
2.7 Checking Ticket Field Values (Read Only) in the Task Diagram
When setting the properties of a task in a task flow diagram, it is possible to configure the use of a ticket field as 'read only', so the current value is made visible to the agent when the task is performed.
If the value of the field hasn't been initialised by the task (see 2.5 Initialising Ticket Fields in the Task Diagram) the value of the field is set to the current value of the ticket field, then if the value of the ticket field is changed by a background event (e.g. a trigger, automation, web service, etc.), the value will be updated in the workflow assistant if the task flow for the activity is still running.
2.8 Modelling Pre-Conditions when using a Task Diagram
Pre-conditions are still configured as a property of an activity, but the behaviour of the workflow assistant has been adjusted when the proceeding activity has been decomposed into a Task Model.
When performing an activity based on a Task Model the agent will be now presented with a list of ticket fields requiring completion in the workflow assistant before transitioning is allowed.
2.9 Pre-initialising Ticket Fields when using a Task Diagram
When using a Task Model for an activity it is possible to initialise ticket fields using task properties but the values won't be committed to the ticket until the activity is completed (see 2.5 Initialising Ticket Fields in the Task Diagram).
However, it is still possible to use the 'Initialise Fields' property of the activity, to commit the values to the ticket as soon as the activity is performed.
2.10 Displaying Task Names in the Workflow Assistant
When using a Task Model there is an option to organise the task fields within as collapsable group, using the name of the task as the group header.
If this option isn't selected all task fields will be presented gradually in the workflow assistant as a single list, as each task is performed.
2.11 Unconditional Hiding of Ticket Fields
When setting the properties of a task in a task flow diagram, it is possible to configure the use of a ticket field as 'hidden, so the field and its value are made know to the workflow assistant, but not visible to the agent.
With the ticket field made known to the workflow assistant, it can be referenced in the conditions for decisions and outcome decisions, without unnecessarily cluttering the assistant.
If the value of the field hasn't been initialised by the task (see 2.5 Initialising Ticket Fields in the Task Diagram) the value of the field is set to the current value of the ticket field, then if the value of the ticket field is changed by a background event (e.g. a trigger, automation, web service, etc.), the value will be updated in the workflow assistant if the task flow for the activity is still running.
2.12 Synchronising Parent Ticket Fields with all Children
Using a Task Model it is possible to copy one or more ticket fields from a parent to its children, when a parallel activity is in use.
The option to copy a field is set as a property when configuring a task, which together with the use of decisions will determine if the field should be copied to any open children. However, the copy won't be committed to the child tickets until the activity is complete and the agent transitions to the next activity.
The ticket field must be included in the Task Model for the child ticket and set as read only for the copy to take effect.
2.13 Synchronising Child Ticket Fields with its Parent
Using a Task Model it is possible to copy one or more ticket fields from a child to its parent, when a parallel activity is in use.
The option to copy a field is set as a property when configuring a task, which together with the use of decisions will determine if the field should be copied to the parent. However, the copy won't be committed to the parent ticket until the activity is complete and the agent transitions to the next activity.
The ticket field must be included in the Task Model for the parent ticket and set as read only for the copy to take effect.
2.14 Connecting a Start Shape to a Decision in a Task Flow
If a State Machine or a Helper Field has been nominated for the workflow, it is possible to check the value of a field in a Task Model using a decision shape linked directly to a start shape.
This allows a path to be selected automatically based on a decision taken in an previous activity, or an update made by a background event.
3 Support for Immediate Starts
Another Major feature of this release is the ability to configure a workflow to allow Immediate Starts.
This feature works together with an Activity Task Model to enable the workflow to be applied to the ticket immediately once selected in the workflow assistant, guiding the agent through each of the tasks in the task flow for the first activity, without having to submit the ticket.
3.1 Modelling Activity Tasks During Immediate Start
If the first activity in the workflow has been configured as a Task Model, it will be possible to use the workflow in an immediate start.
Then when the workflow is selected the task flow modelled in the first activity will be executed immediately in the workflow assistant, without having to submit the ticket.
This can be useful if the agent is communicating with a customer via telephone or chat, since they will be guided through the correct path depending upon the customers answer to questions, without having to wait for the submission of the ticket before the workflow starts, and not have to work through rules that might prevent the submission of the ticket.
3.2 Modelling Conditions and Rules for Immediate Start
A workflow can be configured for an immediate start by setting the diagram level property.
However, it is also possible to set start conditions to control if an immediate start workflow can be selected for a ticket.
3.3. Selecting and Executing a Workflow For Immediate Start
If a workflow has been configured for immediate start, the workflow will be applied immediately and the task flow in the workflow assistant will run in the workflow assistant.
However, it is still possible to configure a workflow without immediate starts, in which case it will be necessary to submit the ticket before the workflow is applied and the first activity starts.
If using an immediate start, it is possible to cancel the workflow before the ticket is submitted.
4. Support for a State Machine, Helper Fields & Controlled Fields
Further advanced features have been introduced to compliment that use of Activity Task Models.
These include the use of a State Machine to monitor the location of a ticket within the lifecycle of the workflow, Helper Fields that can be set in one activity and used in conditions across subsequent activities in a workflow and Controlled Fields that determine when fields should be disabled in the ticket form.
4.1 Using a State Machine Field
It is possible to nominate one of the drop down ticket fields in your Zendesk as a State Machine.
The value of the State Machine can be set using a Stop shape in the Task Model for an activity.
The State Machine can then be used in conditions for Decisions and Outcome Decisions within the Task Model for all activities in the workflow.
This can be particularly useful if there is a need to return to the same activity repeatedly, but the Task Model will take a different patch, depending upon the position within the state life cycle.
4.2 Using Helper Fields
One or more ticket fields in your Zendesk can be nominated as Helper Fields.
These fields behave in a similar way to the State Machine field, in so much that they can be set using a Stop shape and can then be used in conditions for Decisions and Outcome Decisions within the Task Model for all activities in the workflow.
They are particularly useful when there is a need to remember the answer to a question or the result of completing a task in an activity, so that the value can be used to determine the path of a task flow in an activity later in the workflow.
4.3 Setting Helper Fields in Response to Background Events
A further feature of Helper Fields (and the State Machine field) is the ability to identify when the corresponding ticket field values are updated via a background event, such as a trigger, automation, web service, etc.
Using the Background events diagrammer, it is possible to specify actions to be taken if Flowset detects a change to a Helper field.
If the ticket is open in the agent interface, the task flow will be reevaluated in the workflow assistant including any decisions with conditions based on the updated Helper Field, causing the path through the task flow to be adjusted if necessary.
4.4 Using Controlled Fields
When a workflow makes use of Activity Task Models it is possible to set the level of control to determine when and why fields are disabled in the ticket form.
The Activity level Field Control can be used to determine if the fields involved in the workflow should all be disabled while the workflow is running, or if only those fields involved in the current activity should be disabled.
The Process Controlled Fields property can be used to chose a list of fields that should always be disabled while the workflow is running, regardless of wether they are involved in the workflow.
5. General Flowset Improvements
A number of improvements have been made to the existing Flowset functionality as part of this release.
5.1 Remove the 'Undo' for Generated Comments
There are a number of existing Flowset Features that involve the generation of ticket comments.
For example Accelerators can be used to apply a fixed comment and it is also possible to configure a Transition to apply a fix comment.
Some efforts have been made to effectively ‘undo’ the comment if and when the agent changes their mind and decides not to use the Accelerator or Transition, such that the comment text applied by Flowset is removed.
Due to the limitations of Zendesk in this area, it has proven too difficult to provide a workable solution to this ‘undo’ capability and there also inconsistencies in the way in which the ‘undo’ works depending upon the feature in use.
For this reason attempts are no longer made to remove the comments applied by Flowset automatically, leaving the agent to remove them manually if and when necessary.
This is the case for both Accelerator comments and Transition comments to make sure behaviour is consistent.
5.2 Multiple Activity Outcomes for a Transition
There has been a long standing requirement to be able to specify multiple outcomes against a transition, to avoid what has often been a need to model duplicate activities for each outcome.
This has become even more relevant with the introduction of the 'Advance' mode that removes the use of transition conditions to be replaced by more sophisticated modelling of outcomes.
As part of this release it is now possible to select multiple outcomes when configuring a transition between two activities.
5.3 Live URL Links in Guidance Fields
In previous versions of Flowset the 'Guidance' task field was a simple text property.
However, this feature has been enhanced to allow the setting of a URL link so the guidance field can be used to direct the agent to a web page showing more detailed guidance.
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Bugs & Issues Fixed in the Release
The following bugs and issues have been fixed in this release.
1. Formset App timeout preventing the submission tickets
Some customers reported that the Formset App was timing out and that this was preventing the submission of tickets.
An investigation revealed a timing issue with the save handler being called before the formset code has calculated which fields need to be checked for mandatory. The save handler assumes the mandatory data will be present and sometimes it is still being calculated and hence not present.
A fix has now been deployed to prevent a reoccurrence of this situation.
2. Impact of Zendesk Custom Status
Following the introduction of the Custom Status feature by Zendesk, investigations and testing revealed an issue preventing the control of the ticket submit button (omni button).
It has therefore been necessary to avoid attempts to change the omni button labels in any way at all when custom statuses are in force. This is because the ZAF has incomplete support to allow us to achieve parity with what we had before.
We will still attempt to restrict option availability however for status controlled workflows since prototyping has proved this should work
3. Labels not Wrapping in the Workflow Assistant
It was noticed recently that some of the properties in the workflow assistant are being truncated when the text should be wrapping, namely:
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Group Heading (Task Name)
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Activity Name
This issue has now been resolved so the labels wrap onto the next line.
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