Outcome. A ticket the customer replies to after it was closed reopens and notifies its original owner, instead of the reply sitting on a formally closed record while the customer waits.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-007
flowchart TD
A[Ticket status leaves Closed, closed date was known] --> B[Increment reopen count]
B --> C[Notify ticket owner]
B --> D[Create follow-up task for owner]
B --> E[Add to Recently reopened tickets list]
E --> F{Reopen count >= 3?}
F -->|yes| G[Add to High reopen count - review list]
F -->|no| H[End]
When to use it, when not to
- UseUse it when reps close tickets promptly but customers sometimes reply on the same thread with a follow-up question or a "that did not fix it."
- UseUse it as the layer that adds side effects (owner notification, reopen counter, review flag) on top of whatever reopens the ticket status itself, see Prerequisites.
- SkipDo not use it to reset SLA timers as though the ticket were brand new; a reopened ticket should keep its history and reopen count, not start a fresh clock with no memory of the first pass.
- SkipDo not use it if a reopened ticket in your process should always become a new ticket instead; that is a different intake pattern, not a reopen.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.3 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.7 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.5 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
149 EUR
or the tickets and sla pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
