Workflow types

There are 3 main types of workflows. Here’s how they operate together.

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Response

These are workflows you configure that respond to a customer. They only execute if the workflow is matched based on a customer’s first message topic detection.

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Triage & tagging

These workflows process every single ticket. Based on a set of rules:

• Triage will look at all the tag options, and apply one tag based on which matches the most. This is how we triage tickets to the right teams.
• Tagging will look at all the tag options, and apply as many tags that match. This is how we tag tickets based on category or subject.

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Reference material

This uses content from your help center material. If no workflow matches based on a user’s first message, or follow-up questions in a response workflow, we will run the Reference material workflow. You can set how many times the Reference material workflow will attempt to solve a user’s question before escalating if the ticket has not been resolved.