Graham
Articles
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Task Sets
In practice, Tasks are a broad concept because they are represented as such by various field data types and guidance messages. Tasks themselves are contained within an Activity. An Activity can be ...
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New Formset Release Note - 4th November 2021
We are pleased to advise the release of the following new Formset features and related items: Alphabetical sorting of Rule Groups and Rules within Groups to help with better management of rules,...
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Aggregating Workflows using Zendesk View
All tickets managed with Flowset include a number of control fields that enable the use of native Zendesk Views to be configured to see an aggregated viewpoints. The following fields are automatica...
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Formset Patterns Overview
Formset is essentially an ability to control the visibility of Zendesk Support fields by means of defining rules that state when they should be visible. This is a powerful capability that enables ...
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Announcing Granular Mandatory Control
We are delighted to announce an enhancement to the mandatory when visible capability on Formset (Conditionality) that now supports the ability to define this property on a per-rule basis. To recap,...
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Workflow Templates
Workflow Templates are a way to speed up the development of new workflow definitions. They contain a pre-defined workflow diagram with activities and transitions for the process they represent. Ra...
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Deleting Workflows
Only inactive workflow definitions can be deleted You cannot delete a workflow definition if another administrator owns a lock on it Deleting a workflow definition permanently removes all associat...
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Renaming Stop Shapes
Why give a name to a stop shape? When a running workflow comes to an end, this is effectively when you transition from an activity to the stop. Normally this will be presented in the ticket sideba...
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Transition Types (Standard Only)
Transitions a represented in a process diagram as the links that join one activity to the next. Normally, the workflow on a ticket will be manually transitioned by the agent when the current activ...
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Starting a Workflow
Workflows can be started Manually via agent selections in the workflow assistant Automatically, on ticket creation, as a result of ticket fields matching workflow start conditions Starting Work...
