Workflows
Workflows and workflow automation
Workflows help FyneDesk move work forward for you. They live in the Service Management settings area, and they cover both step by step processes and automatic rules.
Use Workflows when the same thing keeps happening again and again. For example, you can auto assign billing tickets to the finance team, ask the right people to approve a change, or move an incident from New to Investigating to Resolved without losing track of the next step.
What you can do
Automate ticket work
Start with a trigger, check a condition, then let FyneDesk do an action like assign a team, set priority, add a tag, or add an internal note.
Run service processes
Use stages for work that needs a clear path, such as Change Management, Incident Management, Service Request, Onboarding, Offboarding, and Procurement.
Collect approvals
Add approval steps so only the right people can approve a change, request, purchase, or handoff.
Where to find it
- 1Open Settings.
- 2Choose Service Management in the settings sidebar.
- 3Open the Workflows page.
- 4Use the Overview tab to turn Workflows on.
- 5Use the Workflows tab to view processes and automations in one list.
The customer facing page title is Workflows. The settings route and some older labels still mention Service Management, so this guide uses both names when it helps you search.
A few everyday examples
- When a ticket is created with the Billing category, assign it to Finance.
- When a Critical ticket is created, notify the on call agent and route it to the support team.
- When a change needs CAB approval, send it to people with the approve changes permission before it can be scheduled.