Support Ticket Creation Workflow¶

Automatically create support tickets from form submissions and assign to team members

Overview¶

This beginner-friendly workflow shows how to convert form submissions into support tickets, assign them randomly to available agents, and send confirmation emails to customers.

What You'll Build:

• Capture support form submissions
• Create workflow note as ticket
• Assign to random available agent
• Send confirmation email to customer
• Notify assigned agent

Real-World Applications:

• Customer support ticketing
• Bug report processing
• Feature request logging
• Help desk automation
• Service request management

Workflow Diagram¶

graph LR
    A[Form Submission<br/>TRIGGER] --> B[Match to Client<br/>Find Existing]
    B --> C[Workflow Note<br/>Create Ticket]
    C --> D[Round Robin<br/>Assign Agent]
    D --> E[Email Customer<br/>Confirmation]
    E --> F[Email Agent<br/>Notification]
    F --> G[End]

Tasks Used¶

Total Setup Time: 15 minutes
Skill Level: Beginner
Prerequisites: Support form embedded on website, team members configured

Step-by-Step Setup¶

Step 1: Create Support Form¶

1. Go to Settings → Forms
2. Click Create Form
3. Configure form:
4. Form Name: Support Request
5. Fields:
   • Name (required)
   • Email (required)
   • Phone (optional)
   • Subject (required)
   • Issue Description (textarea, required)
   • Priority (dropdown: Low, Normal, High, Urgent)
   • Category (dropdown: Technical, Billing, General)
6. Embed Code: Copy and paste into website

Step 2: Create Workflow¶

1. Go to Settings → Automation
2. Click Add Workflow
3. Configure:
4. Name: Support Ticket Creation
5. Description: Convert form submissions to support tickets
6. Click Create Workflow

Step 3: Add Form Trigger¶

1. Click Add Task on canvas
2. Select Website Form trigger
3. Configure:
4. Form: Support Request (select from dropdown)
5. Task Name: Support Form Submitted

Output Variables:

{{task_1001_name}}               // Customer name
{{task_1001_email}}              // Customer email
{{task_1001_phone}}              // Phone number
{{task_1001_subject}}            // Issue subject
{{task_1001_issue_description}}  // Full description
{{task_1001_priority}}           // Low/Normal/High/Urgent
{{task_1001_category}}           // Technical/Billing/General
{{task_1001_submitted_at}}       // Timestamp

Step 4: Match/Create Customer¶

1. Click Add Task after form trigger
2. Select Match to Client
3. Configure:
4. Parent Task: Support Form Submitted
5. Match by: Email
6. Email Field: {{task_1001_email}}
7. Name Field: {{task_1001_name}}
8. Phone Field: {{task_1001_phone}}
9. Create if not found: ✅ Yes
10. Task Name: Find or Create Customer

What This Does:

• Searches for existing customer by email
• Creates new customer if first time contacting support
• Associates ticket with customer record

Output:

{{task_1002_client_id}}          // Customer ID
{{task_1002_is_new_client}}      // true/false
{{task_1002_client_name}}        // Customer name
{{task_1002_client_email}}       // Customer email

Step 5: Create Support Ticket (Workflow Note)¶

1. Click Add Task after Match to Client
2. Select Workflow Note
3. Configure:
4. Parent Task: Find or Create Customer
5. Client ID: {{task_1002_client_id}}
6. Note Type: Support
7. Note Subject: {{task_1001_subject}}

8. Note Body:

   **Support Ticket - {{task_1001_priority}} Priority**
   
   Category: {{task_1001_category}}
   Submitted: {{task_1001_submitted_at}}
   
   **Issue Description:**
   {{task_1001_issue_description}}
   
   **Customer Contact:**
   Name: {{task_1001_name}}
   Email: {{task_1001_email}}
   Phone: {{task_1001_phone}}
   
   Status: New
   

9. Visibility: Internal

10. Task Name: Create Support Ticket

What This Does:

• Creates ticket as workflow note in CRM
• Attaches to customer record
• Visible in customer timeline
• Searchable and reportable

Output:

{{task_1003_note_id}}            // Ticket ID
{{task_1003_created_at}}         // Creation timestamp
{{task_1003_note_url}}           // Direct link to ticket

Step 6: Assign to Available Agent¶

1. Click Add Task after Create Ticket
2. Select Round Robin
3. Configure:
4. Parent Task: Create Support Ticket
5. Group: Support Team
6. Available Agents:
   • Agent 1: user_id_123 (Jane Smith)
   • Agent 2: user_id_456 (John Doe)
   • Agent 3: user_id_789 (Sarah Johnson)
7. Assignment Method: Round Robin (distributes evenly)
8. Respect Working Hours: ✅ Yes
9. Update Client Field: assigned_to
10. Client ID: {{task_1002_client_id}}
11. Task Name: Assign to Agent

Assignment Methods:

• Round Robin: Distributes evenly across all agents
• Least Busy: Assigns to agent with fewest active tickets
• Skill-Based: Routes based on category (advanced)

Output:

{{task_1004_assigned_user_id}}   // Agent user ID
{{task_1004_assigned_user_name}} // Agent name
{{task_1004_assigned_user_email}} // Agent email

Step 7: Send Confirmation Email to Customer¶

1. Click Add Task after Assign to Agent
2. Select Email
3. Configure:
4. Parent Task: Assign to Agent
5. To: {{task_1002_client_email}}
6. From Name: [Your Company] Support
7. From Email: support@yourcompany.com
8. Subject: Support Ticket Created - {{task_1001_subject}}

9. Body:

   Hi {{task_1002_client_name}},
   
   Thank you for contacting \[Your Company\] support!
   
   We've received your request and created a support ticket:
   
   **Ticket Details:**
   - Subject: {{task_1001_subject}}
   - Priority: {{task_1001_priority}}
   - Category: {{task_1001_category}}
   - Ticket ID: #{{task_1003_note_id}}
   
   Your ticket has been assigned to {{task_1004_assigned_user_name}} who will
   respond within:
   - Urgent: 1 hour
   - High: 4 hours
   - Normal: 24 hours
   - Low: 48 hours
   
   You can track your ticket status at:
   {{task_1003_note_url}}
   
   If you need to add more information, simply reply to this email.
   
   Best regards,
   \[Your Company\] Support Team
   

10. Task Name: Email Customer Confirmation

Personalization:

• Include ticket ID for reference
• Show assigned agent name
• Set response time expectations
• Provide ticket tracking link

Step 8: Notify Assigned Agent¶

1. Click Add Task after Customer Email
2. Select Email
3. Configure:
4. Parent Task: Email Customer Confirmation
5. To: {{task_1004_assigned_user_email}}
6. From Name: Support System
7. From Email: system@yourcompany.com
8. Subject: New Support Ticket Assigned - {{task_1001_priority}} Priority

9. Body:

   Hi {{task_1004_assigned_user_name}},
   
   A new support ticket has been assigned to you:
   
   **Ticket #{{task_1003_note_id}}**
   
   **Customer:** {{task_1002_client_name}} ({{task_1002_client_email}})
   **Subject:** {{task_1001_subject}}
   **Priority:** {{task_1001_priority}}
   **Category:** {{task_1001_category}}
   **Submitted:** {{task_1001_submitted_at}}
   
   **Issue Description:**
   {{task_1001_issue_description}}
   
   **Action Required:**
   Please respond within the priority timeframe.
   
   View full ticket:
   {{task_1003_note_url}}
   
   View customer profile:
   {{task_1002_client_profile_url}}
   

10. Task Name: Notify Assigned Agent

Step 9: Test Workflow¶

Submit Test Form:¶

1. Go to your website support form
2. Fill in test data:
3. Name: Test User
4. Email: testuser@example.com
5. Subject: Test ticket - please ignore
6. Issue: This is a test support request to verify automation
7. Priority: Normal
8. Category: Technical
9. Submit form
10. Check workflow execution in BaseCloud

Expected Results:

1. ✅ Form submission captured
2. ✅ Customer created/matched
3. ✅ Workflow note created as ticket
4. ✅ Agent assigned via round robin
5. ✅ Customer confirmation email sent
6. ✅ Agent notification email sent

Verify in CRM:

• Check customer record for new workflow note
• Verify assigned_to field updated
• Check email logs for sent messages

Expected Output¶

For Each Support Request:¶

1. ✅ Ticket created in < 2 seconds
2. ✅ Agent assigned automatically
3. ✅ Customer notified with ticket ID
4. ✅ Agent notified with ticket details
5. ✅ Timeline updated in customer record

Daily Volume:

• Can process unlimited tickets
• Round robin ensures even distribution
• All activity logged and searchable

Common Issues & Solutions¶

Issue: Tickets not being created¶

Cause: Workflow Note configuration incorrect

Solution:

1. Verify client ID variable: {{task_1002_client_id}}
2. Ensure Note Type is set (Support)
3. Check workflow is enabled
4. Test with known customer ID manually

Issue: Agent assignment always same person¶

Cause: Round Robin not cycling properly

Solution:

1. Verify multiple agents listed in Round Robin task
2. Check "Assignment Method" is "Round Robin"
3. Ensure agents have different user IDs
4. Test by submitting 3+ tickets sequentially

Issue: Customer email not sending¶

Cause: Email configuration or SMTP issue

Solution:

1. Verify customer email variable: {{task_1002_client_email}}
2. Check "From Email" is authorized sender
3. Test email task independently
4. Review email logs in Settings → Email Logs
5. Check spam folder

Issue: Agent doesn't receive notification¶

Cause: Agent email address not available

Solution:

1. Verify Round Robin returns agent email
2. Check agent user profile has email configured
3. Test with your own email address
4. Add fallback email if agent email empty

Issue: Duplicate tickets for same issue¶

Cause: Customer resubmitting form

Solution:

1. Add form confirmation page: "Ticket submitted successfully"
2. Disable submit button after click
3. Add deduplication logic with If Condition:

   Check if workflow note with same subject created in last 1 hour
   If yes, skip creation and send "already received" email
   

Workflow Enhancements¶

Add Priority-Based Routing¶

Route urgent tickets to senior agents:

Add If Condition after Form Trigger:
If {{task_1001_priority}} equals Urgent:
  Assign to Senior Agent (specific user ID)
Else:
  Round Robin to general team

Add Category-Based Assignment¶

Route technical issues to technical team:

If {{task_1001_category}} equals Technical:
  Round Robin: Technical Team
Else if equals Billing:
  Round Robin: Billing Team
Else:
  Round Robin: General Team

Add SMS Notification for Urgent¶

Alert agent via SMS for urgent tickets:

After Agent Assignment:
If {{task_1001_priority}} equals Urgent:
  SMS to {{task_1004_assigned_user_phone}}
  Message: "🚨 Urgent ticket assigned - check email"

Add Auto-Reply for Known Issues¶

Use AI to detect common issues and send auto-replies:

Add AI Prompt task after Form Trigger:
Classify issue type
If known issue with solution:
  Send auto-reply with solution
  Mark ticket as "Resolved - Auto-Reply"
Else:
  Continue with agent assignment

Add Slack Notification¶

Post new tickets to Slack channel:

Add Webhook Out task:
URL: https://hooks.slack.com/your-webhook
Body:
{
  "text": "🎫 New Support Ticket",
  "attachments": [{
    "color": "{{task_1001_priority == 'Urgent' ? 'danger' : 'good'}}",
    "fields": [
      {"title": "Customer", "value": "{{task_1002_client_name}}"},
      {"title": "Subject", "value": "{{task_1001_subject}}"},
      {"title": "Assigned", "value": "{{task_1004_assigned_user_name}}"}
    ]
  }]
}

Related Workflows¶

• Lead Capture to CRM - Similar form processing
• AI Email Routing - AI-powered routing
• Payment to Invoice - Webhook processing

Related Tasks¶

• Website Form - Form triggers
• Match to Client - Customer matching
• Workflow Note - Ticket creation
• Round Robin - Agent assignment
• Email - Email notifications

Next Steps¶

✅ You've built a complete support ticketing system!

Try these enhancements:

1. Add SLA tracking with Delay tasks
2. Send follow-up emails after 24 hours if no response
3. Create ticket closure automation when resolved
4. Build customer satisfaction surveys after ticket closed
5. Generate weekly support reports with Google Sheets

Need help? Check Workflow Best Practices or Testing Guide