Workflow Automator allows you to automate all the repetitive tasks and manual processes that you perform on a daily basis. This includes processes like assigning tickets to the right agent or team, following up on approval, and so on. With the Workflow Automator, you can create a workflow using simple drag and drop actions.
A workflow is made up of three components:
Event - defines when a workflow has to be triggered
Condition - defines the parameter(s) that needs to be validated during the execution of a workflow
Action - The outcome of the workflow
One of the most key workflow automations you can build is to dispatch incoming tickets to appropriate Agent Groups. An example:
Event - "Incident is raised"
Condition - "Group is none"
Action - "Assign to Group Helpdesk Monitoring Team"