Support ticket creation¶

A support form should produce two things at once: a ticket that belongs to a named person, and a confirmation for the customer. This workflow shares tickets between agents in turn so nobody is buried.

The Support ticket creation workflow on the canvas: Support form, then Find the client, then Next agent, then Create ticket, then Confirm

Before you start¶

A website support form that posts to BaseCloud
The agents who share tickets

The workflow¶

Step	Task	Type	What it does
1	Support form	Website Form	Starts when the support form is submitted
2	Find the client	Match to Client(s)	Finds the client by email address
3	Next agent	Round Robin Select	Picks the next agent, in turn
4	Create ticket	Workflow Note	Creates the ticket as a high-priority note for that agent
5	Confirm	Email	Confirms to the customer

About the variables

Values such as {{task_36624_…}} carry the number of the task they come from, so yours will differ. Do not type them: click into a field and pick the value from an earlier task.

1. Support form¶

Task: Website Form. Starts when the support form is submitted.

This task has no settings to fill in.

2. Find the client¶

Task: Match to Client(s). Finds the client by email address.

Field	Set it to
Action	`Match to Client`
Find the client by	Contact email = `{{task_36624_email}}`

3. Next agent¶

Task: Round Robin Select. Picks the next agent, in turn.

Field	Set it to
List	Tinker Bell, John Darling, Tiger Lily

4. Create ticket¶

Task: Workflow Note. Creates the ticket as a high-priority note for that agent.

The Workflow Note task named Create ticket, opened to its settings

Field	Set it to
Action	`Create Note`
Client ID	`{{task_36625_match_client_id}}`
Note Type	`Note`
Priority	`High`
Due Date	`Now`
Tag Users	`{{task_36626_response}}`

Message

Support: {{task_36624_subject}}

{{task_36624_message}}

From: {{task_36624_name}}, {{task_36624_email}}

5. Confirm¶

Task: Email. Confirms to the customer.

Field	Set it to
Outgoing Email User	Wendy Darling
Client	`{{task_36625_match_client_id}}`
To	`{{task_36624_email}}`
Subject	`We have your request: {{task_36624_subject}}`

Body

Hi {{task_36624_name}},

Your request has been logged and given to one of our support agents. You will hear from them within four working hours.

Reply to this email to add anything.

Neverland support

Make it yours¶

Put your own agents in Next agent.
Add an AI Prompt task to rate urgency, as in Support email triage.