Ad Ticket Workflows
You can automate actions on your ad tickets based on actions by users or contacts. Each action can trigger an event on the ticket. You can also use delays and inactivity on ticket to keep your team on tasks.
Every ticket workflow starts with an if/then branch; you can not remove this step. Start by selecting what condition will trigger the workflow. The system will find any ticket that satisfies the condition and place it in the workflow.
Action Type: If/Then Branch Triggers
Is Performed By User: Fields can be uploaded by contacts or users. If you want to differentiate the two process but want to use the file upload trigger, make sure to add this condition as well. Otherwise, you may have contact's affecting your internal workflows.
Is Performed By Contact: This condition is only useful for client center and the upload process. A contact can upload new assets from withing client center and if you want special notifications based on the pub or ticket status, you can use this action.
Ticket Created: Any time a system creations a ticket, you can start a new workflow. You may want to use this to set an initial ticket status based on publication. Or you may want to assign users leveraging automation. Or you can alert a slack channel instead of getting email.
Ticket File Deleted: There are permission for deleting files. If you want to have a ticket status immediately updated, or alert a user of a file delete, you can use this trigger.
Ticket File Uploaded: You may want to pair this with is performed by user or is performed by contact. Contacts or users can upload files to client center. depending on who does it may want you to trigger a different workflow. Or maybe you want to alert staff when new files are made available on a ticket.
Ticket Modified: Any time a part of the ticket changes, you can update a status or notified a user.
Ticket Status Changed: You have to choose what status will trigger the workflows. Once a ticket status is updated to the selected status, the system will start the new workflows.
Ticket Owner Changed: When a ticket wonder is changed, it will trigger the system to update the ticket status to assigned. You can use this trigger to change that status or alert someone else.
Add Automation Action: Action Type
Mark Ticket as Done: Set the ticket status to Done.
Mark Upload as Final: Marks the upload as final once complete.
Set Ticket Owner: Assigns a specific user to the ticket.
Update Ticket Status: Change the ticket status based on the previous trigger.
If/Then Branch: Create another triggering action.
Send Slack Message: Send a message to a Slack Channel to Direct Message to alert someone of a ticket update.
Send Internal Email: Send an email to a user to alert them of a ticket update.
Delay: Have the system wait before moving to the next step. For example, you may want to wait a few days after a ticket status is changed and then send a reminder if the status is the same.